IT Technician I (International)

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 a 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.
• Answer incoming Quick Fix calls from clients.

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 KPIs

• First-touch closed: Each ticket that is completed with only one-time entry contributes to this number
• Utilization: The percentage of time that you are on the clock and billing time to client tickets
• CSAT: Scores filled out by clients using the rating system in tickets

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 webcam
  • 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 - 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
• Able to pass our online behavior and cognitive assessments. 
• Able to provide NBI Clearance (for PH applicants).

Compensation:

Pay rates start at $5.09/hr up to $6.89/hr and vary by experience and location.

Benefits:

• Paid US Holiday
• Paid Time Off (15 Vacation Days per year)
• Comprehensive Health Plans / HMO (Employee & Dependent/s)
• Life Insurance
• Accident and Disability Coverage
• Company-paid training and certification
• Dental & Vision
• Health & Wellness Program
• Salary Advancement

You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job). Then, someone from our team will reach out to you as soon as possible:

Step 1: Please go to this link for a short technical quiz: PRE-EMPLOYMENT ASSESSMENT

Step 2: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW