Job Description
Perform the functions of a technician to keep abreast of Operations work, systems, procedures, and to keep technical skills sharp and relevant. Performs simple training needs analysis (TNA) to identify/validate skill or knowledge gap. Designs and develops training programs that address identified performance gaps. Delivers new hire training, upskilling and refresher training. Creates assessments to measure learning and application. Gather feedback from participants to make improvements to the training curriculum and delivery. Tweaks training content and materials as needed. Must be updated with day-to-day Operations activities and client requirements. Attends daily huddles when not conducting classes. Must disseminate new Operations/client specific processes and procedures through huddles, email, chats and other channels of communication. Conducts new hire technical training for all new technicians (US and International). Pursues Technical Certifications to continue to evolve in knowledge and skill.
Job Responsibilities
- Performs simple training needs analysis (TNA) to identify/validate skill or knowledge gap.
- Designs and develops training programs that address identified performance gaps.
- Delivers new hire training, upskilling and refresher training.
- Creates assessments to measure learning and application.
- Gather feedback from participants to make improvements to the training curriculum and delivery. Tweaks training content and materials as needed.
- Must be updated with day-to-day Operations activities and client requirements.
- Attends daily huddles when not conducting classes.
- Must disseminate new Operations/client specific processes and procedures through huddles, email, chats and other channels of communication.
- Conducts new hire tech training for all new technicians (US and international).
- Pursues tech certifications to continue to evolve in knowledge and skill.
Job Qualifications
- At least 1 year working experience in Training and content development
- Proficient in the use of MS Office 360, especially MS PowerPoint and MS Excel
- Excellent verbal and written communication skills
- Excellent presentation and facilitation skills
- Is organized and has great attention to detail
- Preferably skilled in video editing, graphic design and audio editing
- Preferably experienced with Windows and Mac OS troubleshooting
- Prior experience in Helpdesk support or a similar role preferred
- Skilled in application troubleshooting, PC deployments/imaging, and user profile management preferred
- Experience with Managed Service Providers (MSPs) is highly desirable
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.
- HD webcam
- A quality headset with noise cancellation feature for meetings.
- A mobile phone that has the capacity to install the Microsoft Authentication app.
- 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 rate starts at $6.00/hr up to $7.50/hour 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 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
