Job Description
Join Intelligent Technical Solutions, a dynamic and growing company, as our IT Technician Tier 3. 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 both onsite and 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.
- Server issues of any kind.
- Networking issues of any kind.
- Escalation point for Tier 1 and 2 technicians
Job Qualifications
- Experience with Windows and Mac OS troubleshooting.
- Experience with Server 2012 to 2022.
- Experience with VMWare and Hyper V Virtualization.
- Experience supporting M365 and Azure.
- Proficient in Firewall rules, VLAN configuration, access point support and administration, VPN tunnels,
- Minimum of five years experience in IT Support or a similar role.
- Advanced knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
- Advanced understanding of managing and troubleshooting networks.
- Advanced understanding of virtualized environments.
- Experience with Managed Service Providers (MSPs) is highly desirable.
- Active Network Certifications are preferred.
Job KPI's
- 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.
- NextTicket Usage: The percentage of tickets that you pick up, modify, and put time into from the NextTicket menu.
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)
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 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.
- 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 ranges from $12.13/hr - $21.86/hr and vary by experience and location.
Benefits
- Paid US Holiday
- Night Shift Bonus
- Paid Time Off (15 Vacation Days per year)
- Comprehensive Health Plans / HMO (Employee & Dependent/s)
- Life and Accident Insurance
- Accident and Disability Coverage
- Company-paid training and certification
- Health & Wellness Program
- Dental & Vision
- Salary Advancement
You have the option to speed up your application process by following the link below or directly submit 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.
Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW
