Proactive Technician (International)

Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as our IT Technician. 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

• Answering inbound calls to diagnose and troubleshoot technical problems over the phone and via remote or accommodate client requests outside business hours.
• Scope of support includes Hardware or Software issues: including but not limited to workstations, OS Issues (Windows / Mac), MS Office apps, printer issues, M365, email, servers, etc.
• Directly contact third party software and/or hardware vendor or manufacturer to diagnose and troubleshoot issues involving their product.
• Handles tickets for tasks that need to be performed outside business hours.
• Proactive Maintenance tasks such as: Backups, Patching, Audits and Reports etc.

Job Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identify problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; resolve problems in early stages; work well in group problem solving situations.
• Troubleshooting - Anticipate problems; demonstrate critical thinking skills; communicate with customers as promised; use diagnostic tools efficiently and effectively; identify, test, and implement logical solutions; follow the company’s troubleshooting procedures.
• Communications - Express thoughts clearly in written form; articulate verbal thoughts understandably; demonstrate active listening skills; comprehend information heard; use appropriate communication methods; keep others informed.
• Conflict Resolution - Maintain calm under pressure; encourage respectful dialogue; confront difficult situations without bias; act within realistic timeframe for resolution; resolve conflicts through fair negotiation.
• Consistency - Follow through as promised; confirm people know each other's expectations; arrive to and complete meetings on time; meet with direct reports in-person or by phone regularly; change decisions rarely.
• Managing Multiple Priorities - Manage multiple commitments and/or projects; plan and utilize time efficiently; respond to changing customer needs; resolve conflicts to deliver on schedule; complete work in order of customer priorities.
• Teamwork - Contribute to a positive team effort; balance team and individual responsibilities; listen attentively and openly to others' views; give and sincerely accept feedback; help the team stay focused on key objectives; resolve team conflict before it escalates; place the team's success above own interests.
• Knowledge Advancement & Learning – Passion for learning is a must. You are expected to prepare yourself and grow within the company and invest time to learn and pass IT Certifications that ITS will sponsor.
• Business Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold organizational values.

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.
  • Backup Internet
  • 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 hrs a week:
  • Reactive - Normal business hours from 8:00 AM to 5:00 PM PST (Monday to Friday)
  • Proactive - Schedule will be finalized after the training period, with shifts outside of regular business hours.
• Able to pass our online behavior and cognitive assessments. 
• Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rate starts at $4.59/hour and 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

You have the option to speed up your application process by following the two-step approach below or directly submitting your application by completing the form (Apply for This Job). Once you've submitted the form, a member of our team will promptly get in touch with you.

Step 1. Please find a good 15-minute quiet time for this Aptitude assessment: PRE-EMPLOYMENT ASSESSMENT

Step 2. Click on this link to start your pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW