IT Technician II

Intelligent Technical Solutions; Pretoria; Remote; ZAR 200,000 - 300,000; Full time

Job summary

Intelligent Technical Solutions is seeking a Technician II to provide exceptional remote IT support. This role requires excellent problem-solving skills and a thorough understanding of common IT issues to ensure high standards in technical assistance. The right candidate will possess strong communication skills and a detail-oriented approach, in line with the company’s cultural values.

Benefits

Comprehensive Health Plans

Life Insurance

Flexible Benefit Reimbursement

Paid Time Off

Maternity/Paternity Leave

Company-paid training and certification

Qualifications

• Experience with Windows and Mac OS troubleshooting.
• Minimum two years in Helpdesk support or a similar role.
• Excellent command of English both spoken and written.

Responsibilities

• Provide remote IT support and handle technical issues.
• Workstation operating system and printer troubleshooting.
• Answer incoming Quick Fix calls from clients.

Skills

Application troubleshooting

PC deployments/imaging

User profile management

Basic networking

Technical support

Education

Active IT Certifications

Experience in Helpdesk support (minimum 2 years)

Tools

Office 365

MS Office

Adobe

Active Directory

Backup software

Job description

Job Description:
Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician II. 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 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.
Basic server issues.
Basic networking issues.
Answer incoming Quick Fix calls from clients.

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.
Proficient in supporting Office 365, MS Office, Adobe, 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 KPIs:
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

Job 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)
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 $11.26/hr and may 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