Job Description
This role is expected to perform both Reactive and Proactive work:
Proactive: Issue Prevention and Maintenance
- Execute and validate patch management and system updates
- Perform vulnerability remediation based on defined processes
- Review and resolve monitoring alerts with minimal supervision
- Perform system performance checks and basic optimization
- Identify recurring issues and recommend improvement opportunities
- Execute routine maintenance tasks to ensure system stability
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:
- Complex workstation operating system issues (Windows and macOS)
- Printer, peripheral, and basic network device issues (routers, switches, firewalls)
- Standard and line-of-business application issues with deeper troubleshooting
- Networking issues related to endpoint connectivity (DNS, DHCP, VPN, Wi-Fi)
- User access and account-related issues
Job Qualifications
- Strong experience troubleshooting Windows and macOS
- 1–2+ years in Helpdesk / Technical Support / MSP environment
- Ability to independently troubleshoot and resolve issues end-to-end
Working knowledge of:
- Networking fundamentals (DNS, DHCP, connectivity, VPN basics)
- Active Directory (user/account management)
- Microsoft 365 (basic user and application support)
- Experience with vendor coordination and escalation handling
- Experience working in a Managed Service Provider (MSP) environment is strongly 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:
- 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).
Compensation
Pay rate starts at $7.03/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
- Health & Wellness Program
- Company-paid training and certification
Fraud Alert – Recruitment Scams
Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels.
- ITS does not request payment or financial information at any stage of the hiring process.
- Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer.
- We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts.
- If you receive suspicious messages or requests, do not engage. Report them to [email protected].
- All verified job openings are posted here: https://www.itsasap.com/job-openings
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