Technician II; Remote

Job Description

This role is expected to perform both

Reactiveand

Proactivework:

Proactive:
Issue Prevention and Maintenance

• Execute and validate patch management and system updates
• Perform vulnerability remediation based on defined processes
• Review and resolve monitoring alerts with minimal supervision
• Perform system performance checks and basic optimization
• Identify recurring issues and recommend improvement opportunities
• Execute routine maintenance tasks to ensure system stability

Reactive:
Responding to Alerts or Urgent Issues

• Respond to urgent tickets and incoming client calls to diagnose and resolve technical issues via phone and remote tools
• Provide support across varying shifts to support 24/7 coverage

This role is expected to handle and resolve the following with minimal assistance:

• Complex workstation operating system issues (Windows and macOS)
• Printer, peripheral, and basic network device issues (routers, switches, firewalls)
• Standard and line-of-business application issues with deeper troubleshooting
• Networking issues related to endpoint connectivity (DNS, DHCP, VPN, Wi-Fi)
• User access and account-related issues

Job Qualifications

• Strong experience troubleshooting Windows and macOS
• 1–2+ years in Helpdesk / Technical Support / MSP environment
• Ability to independently troubleshoot and resolve issues end-to-end

Working knowledge of:

• Networking fundamentals (DNS, DHCP, connectivity, VPN basics)
• Active Directory (user/account management)
• Microsoft 365 (basic user and application support)
• Experience with vendor coordination and escalation handling
• Experience working in a Managed Service Provider (MSP) environment is strongly preferred

Job KPIs

• CSAT:
  
  Client satisfaction scores based on ticket feedback
• Utilization:
  
  Time accurately logged in the ticketing system
• First-Touch Resolution:
  
  Tickets resolved in a single interaction
• Average Handling Time (AHT):
  
  Average time spent on Tickets ( NEWLY ADDED)
• Quality Score:
  
  Internal quality assessments by the training and QA team

Job Requirements

• A home office set up that meets the following:

  • Computer: A working computer with a minimum of 8GB RAM and one of the following:

    • Windows 11 with an Intel i5 or i7 (8th generation or newer), or
    • AMD Ryzen 5 or 7 (2000 series or newer), or
    • macOS 12 or newer.

  • Internet:
    Stable internet connection with at least 5 Mbps download and upload speeds.

  • Audio Equipment: A quality headset with a noise-cancellation feature for meetings.

  • Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.

  • Webcam:
    An HD webcam for video calls.

  • 2nd Monitor

  • UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)

• A very strong cultural fit the ITS way (Our core values will be discussed during the interview)

• Excellent command of the English language both spoken and written

• Able to work full time 40 hours a week:

  • Reactive - Normal Business hours from8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
  • Proactive - Schedule will be finalized after the training period, with shifts outside the regular business hours.

• Able to pass our online behavior and cognitive assessments.

• Preferably have at least 2 of the following certifications:
  CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.

• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rate starts at $7.03/hr and may vary by experience and location.

Benefits

• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Flexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)
• Paid Time Off (starts at 15 days per year)
• Maternity/Paternity Leave
• Paid US Holiday
• Night Shift Bonus
• Salary Advancement/Loan
• Health & Wellness Program
• Company-paid training and certification