Job Description:
Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I. We're looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role, you'll be pivotal in providing remote IT support, ensuring our clients receive top-notch technical assistance. You'll handle range of tasks, from system updates to hands-on troubleshooting, playing a critical role in maintaining our high standards of IT service.
Job Responsibilities:
This role is expected to be able to resolve the following technical issues with little or no assistance:
Workstation operating system issues of any kind.Printer issues of any kind.Standard business application (Office, etc.) issues of any kind.Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.Basic networking troubleshooting related to desktop connectivity. Job Qualifications: Experience with Windows and Mac OS troubleshooting.Prior experience in Helpdesk support or a similar role.Skilled in application troubleshooting, PC deployments/imaging, and user profile management.Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and -various business applications.Experience with Managed Service Providers (MSPs) is highly desirable. Job KPI's: First-touch closed: Each ticket that is completed with only one time entry contributes to this numberUtilization: The percentage of time that you are on the clock and billing time to client ticketsCSAT: Scores filled out by clients using the rating system in ticketsNextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu
Job Requirements
-A home office set up that meets the following: A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.Stable internet connection with at least 5mbps download and upload.A quality headset with noise cancellation feature for meetings.A mobile phone that has the capacity to install the Microsoft Authentication app.HD webcam2nd MonitorUPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
Note: If you don't have a UPS or a secondary monitor, the company is willing to cover the initial expenses for acquiring these items. The total cost will be deducted from your salary over a three-month period.
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 writtenAble to work full time 40 hours a week - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.Able to pass our online behavior and cognitive assessments.Must 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 start from $4.59/hr and vary by experience and location.
Benefits
Paid US HolidayNight Shift BonusPaid Time Off (15 Vacation Days per year)Comprehensive Health Plans / HMO (Employee & Dependent/s)Life and Accident InsuranceAccident and Disability CoverageCompany-paid training and certificationHealth & Wellness ProgramDental & VisionSalary Advancement