ITTechnician I (Remote)

Intelligent Technical Solutions; Davao City; Remote; PHP 335,000 - 478,000; Full time

Benefits offered by this job

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus

Salary Advancement/Loan

Health & Wellness Program

Company-paid training and certificate

Job summary

Intelligent Technical Solutions is seeking a Proactive Technician I to deliver remote IT support, ensuring quick resolution and system stability. You will handle both reactive tickets and proactive maintenance to uphold high service standards.

The role requires troubleshooting Windows/macOS, MSP experience, and collaboration with vendors. A home office setup, English fluency, and 40-hour weeks in PST align with our expectations.

Qualifications

• Experience troubleshooting Windows and macOS environments.
• Strong skills in application troubleshooting, PC deployment/imaging, and user profile management.
• Experience working with third-party vendors for issue resolution.
• Microsoft 365 / Office applications and Adobe applications experience.

Responsibilities

• Respond to alerts or urgent issues via phone and remote tools
• Provide 24/7 support across varying shifts
• Resolve workstation OS issues (Windows/macOS) and printer problems
• Handle standard business applications and vendor coordination
• Perform patch management, disk space cleanup, and vulnerability remediation

Skills

Windows troubleshooting

macOS troubleshooting

Helpdesk experience

Office 365

Adobe applications

Active Directory

Backup solutions

Endpoint security

Vendor coordination

MSP experience

Tools

CRM Tools

VoIP

Imaging/Deployment

3cx

VPN tools

Job description

JoinIntelligent Technical Solutions, a dynamic and growing company, as aProactiveTechnician I. We’re looking for a dependable, detail-oriented problem solver with strong customer service skills and a team-first mindset.

In this position, you will be responsible for delivering remote IT support to our clients, ensuring issues are resolved efficiently and systems remain stable and secure. You will handle a mix of reactive support and proactive maintenance tasks, playing a key role in maintaining our high standards of service.

Job Responsibilities

This role is expected to perform bothReactiveandProactivework:

Reactive: Responding to Alerts or Urgent Issues

• Respond to urgent tickets and incoming client calls to diagnose and resolve technical issues via phone and remote tools
• Provide support across varying shifts to support 24/7 coverage

This role is expected to handle and resolve the following with minimal assistance:

• Workstation operating system issues (Windows and macOS)
• Printer and peripheral issues
• Standard business application issues (e.g., Microsoft Office)
• Common line-of-business applications (e.g., CRM Tools, VoIP, Microsoft 365), including coordination with vendors when needed
• Basic networking issues related to endpoint connectivity

Proactive: Issue Prevention and Maintenance

• Patch management and system updates
• Disk space management and cleanup
• Vulnerability remediation
• Firmware updates
• Alert review and remediation
• System performance tuning
• Execution of other routine maintenance tasks

Job Qualifications

• Experience troubleshooting Windows and macOS environments
• Previous experience in a Helpdesk or Technical Support role
• Strong skills in application troubleshooting, PC deployment/imaging, and user profile management
• Experience working with third-party vendors for issue resolution
• Microsoft 365 / Office applications
• Adobe applications
• Active Directory
• Backup solutions
• Endpoint security tools
• Mobile devices and common business applications
• Experience working in a Managed Service Provider (MSP) environment is highly preferred

Job KPIs

• CSAT:Client satisfaction scores based on ticket feedback
• Utilization:Time accurately logged in the ticketing system
• First-Touch Resolution:Tickets resolved in a single interaction
• Average Handling Time (AHT):Average time spent on Tickets ( NEWLY ADDED)
• Quality Score:Internal quality assessments by the training and QA team

Job Requirements

• A home office set up that meets the following:
• Computer: A working computer with a minimum of 8GB RAM and one of the following:
• Windows 11 with an Intel i5 or i7 (8th generation or newer), or
• AMD Ryzen 5 or 7 (2000 series or newer), or
• macOS 12 or newer.
• Internet: Stable internet connection with at least 25 Mbps download and upload speeds.
• Audio Equipment: A quality headset with a noise-cancellation feature for meetings.
• Mobile Device: A smartphone capable of installing the Microsoft Authenticator app.
• Webcam: An HD webcam for video calls.
• 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.
• Preferably 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 starts at$4.68/hr and may vary by experience and location.

• 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