IT Technician I

Intelligent Technical Solutions; Stati Uniti; Remoto; USD 5500 - 8300; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive Health Plans / HMO (User

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off (starts at 15 days per y

Maternity/Paternity Leave

Paid US Holiday

Night Shift Bonus

Company-paid training and certifica

Descrizione del lavoro

Intelligent Technical Solutions is seeking a Proactive Technician I to deliver remote IT support to clients, handling both reactive issues and proactive maintenance. You will diagnose and resolve technical problems via phone and remote tools, ensuring systems stay stable and secure.

Responsibilities include patch management, disk cleanup, vulnerability remediation, firmware updates, alert remediation, and performance tuning. A strong English communicator with MSP experience will fit well.

Competenze

• 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.
• Proficiency supporting 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.
• Excellent command of the English language, both spoken and written.
• Ability to work full-time 40 hours per week with PST business hours and after training shifts.

Mansioni

• Provide remote IT support to clients.
• Diagnose and resolve technical issues via phone and remote tools.
• Support 24/7 coverage with varying shifts.
• Perform proactive maintenance: patch management, system updates, disk cleanup.
• Remediation of vulnerabilities, firmware updates, alert remediation, performance tuning.
• Execute routine maintenance tasks to ensure system stability.

Conoscenze

Troubleshooting Windows & macOS

Helpdesk/Technical Support

Vendor coordination

Customer service

Strumenti

Microsoft 365 / Office applications

Adobe applications

Active Directory

Backup solutions

Endpoint security tools

Mobile device management

Remote support tools

Descrizione del lavoro

Задачи:

Join Intelligent Technical Solutions, a dynamic and growing company, as a Proactive Technician I. We’re looking for a dependable, detail-oriented problem solver with strong customer service skills and a team-first mindset. In this role, 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. This role is expected to perform both Reactive and Proactive work:

• 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
• 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

Требования:

• 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
• Proficiency supporting: 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
• 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: Reactive - Normal Business hours from 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday. Proactive - Schedule will be finalized after the training period, with shifts outside the regular business hours.

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).

Условия:

Pay rate starts at $4.68/hr and may vary by experience and location.

• 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
• Health & Wellness Program
• Company-paid training and certification

Remote IT support; location listed as International, Manila, and Remote - International.