IT Technician II (International)

Innovative Technical Solutions BV; United States; À distance; USD 8 000 - 11 000; Plein temps

Avantages offerts par ce poste

Health Plans

Life Insurance

Paid Time Off

Maternity/Paternity Leave

US Holiday

Résumé du poste

Innovative Technical Solutions BV is seeking a Technician II to handle workstation issues, printer problems, and application support for customers across the US. The role includes basic M365 administration, server and network basics, and on-call coverage for after-hours and weekend support.

The ideal candidate has 2+ years in helpdesk, strong Windows/Mac troubleshooting skills, and familiarity with MSPs. Remote work is supported with a strong English proficiency required.

Qualifications

• Experience with Windows and Mac OS troubleshooting.
• Minimum two years in Helpdesk support or a similar role.
• Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
• Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
• Basic experience with Microsoft Entra Admin Center.
• Proficient in supporting M365, Office Applications, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
• Experience with MSPs is highly desirable.
• Active IT Certifications are preferred.

Responsabilités

• Workstation OS issues; printer and routine helpdesk support.
• Resolve line-of-business application issues with vendor assistance.
• Provide basic M365 administration and server/network basics.
• Handle on-call rotation for after-hours and weekend support.
• Respond to Quick Fix calls from clients.

Connaissances

Windows/Mac OS troubleshooting

Helpdesk experience

M365 Administration

Active Directory

Endp: cybersecurity

Backup software

Mobile device support

Office apps

User profile management

NBI clearance (PH)

Formation

High school or equivalent

Outils

SAGE ERP

QuickBooks

Microsoft Entra Admin Center

Active Directory

MSP experience

Description du poste

Job Title

Technician II

Job Responsibilities

• Workstation operating system issues of any kind.
• Printer issues of any kind.
• Standard business application support.
• Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.
• Basic M365 Administration
• Basic server issues.
• Basic networking issues.
• Answer incoming Quick Fix calls from clients.
• Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.

Job Qualifications

• Experience with Windows and Mac OS troubleshooting.
• Minimum two years in Helpdesk support or a similar role.
• Skilled in application troubleshooting, PC deployments/imaging, and user profile management.
• Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.
• Basic experience with Microsoft Entra Admin Center.
• Proficient in supporting M365, Office Applications, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.
• Experience with Managed Service Providers (MSPs) is highly desirable.
• Active IT Certifications are preferred.

Job KPI's

• 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
• Quality Score: Assessments performed by the training and quality team.
• First-touch closed: Each ticket that is completed with only one time entry contributes to this number

Job Requirements

• A home office set up that meets the following:

1. 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 for 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)

Able to pass our online behavior and cognitive assessments.

Preferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.

Able to provide NBI Clearance (for PH applicants).

Compensation

Pay rates start at $7.03/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