IT Technician Level 3

Job Role: IT Technician Level 3

Work Hours and Schedule: MONDAY TO FRIDAY PACIFIC TIME

Description/Information:

The Tier 3 engineer works primarily US Pacific nighttime hours as a member of the service operations team to provide best-in-class IT services to our clients. This position must maintain a prompt schedule, a polite professional demeanor, and provide excellent client service in accordance with ITS standards.

Job Responsibilities:

-Providing remote assistance to end users for issues escalated from Level 1 and 2 support.

-Delivering support for workstation-, server-, and networking systems.

   Installation, monitoring and managing of client infrastructure.

-Support and change management of Microsoft (Office) 365 and Azure systems.

 -Establishing, operating, and maintaining data communication systems.

   Installing, monitoring, and supporting client specific application and software.

  -Performing server backup and recovery operations.

KNOWLEDGE and EXPERIENCE (required demonstrable proficiency in a majority of the following areas):

 -Maintain high levels of client satisfaction through timely resolution of issues.

  -Effectively set, manage, and meet expectations with clients and internally.

  -Clearly and effectively communicate technology concepts through written and verbal methods to people with varying degrees of technical comfort.

  -Complete all scheduled maintenance and updates for servers, firewalls, and other network devices.

   -Fulfill deployment, troubleshooting, and other support tasks requiring completion outside clients’ business hours.

   -Monitor, investigate, and resolve alerts generated by various tools.

   -Serve as the first line of support for client emergency calls outside of regular business hours by answering phone calls, triaging reported issues, troubleshooting, and escalating to the on-call team if necessary.

   -Be diligent in the timely documentation of processes, environments, and work performed.

   -Demonstrate effective, efficient troubleshooting skills and intentionality in your methods.

   -Show ability to work on multiple priorities simultaneously and adapt to changes quickly.

   -Maintain focus, direction, and composure during high-pressure situations.

   -Be organized, detail-oriented, and have the ability to work independently with little supervision, as well as cohesively within a team.

   -Adhere to documented standards and best practices.

   -Perform additional responsibilities and tasks as needed to support Intelligent Technical Solutions and its clients.

Job Qualifications:

   -Higher education degree or certificate earned in relevant IT focus

   -High attention to detail with excellent analytical problem-solving skills, including the ability to handle scenarios where information is difficult to obtain

   -Exemplary written and verbal communication and presentation skills in English

   -Proven ability to juggle multiple projects and priorities while remaining calm under pressure

   -Preferably with MSP Experience

   -5+ years’ experience in IT support roles

   -Extensive experience working within ticketing systems.

   -Extensive Experience working with monitoring / RMM systems.

   -Extensive knowledge of modern desktop environments Microsoft Windows 7 — 11.

   -Solid understanding of end-user hardware setup, support, and troubleshooting.

   -Good fundamental Networking experience.

   -Significant Microsoft Server experience with good fundamental understanding of Virtualization.

   -Basic Microsoft Azure Active Directory experience.

   -Significant Hyper-V Virtualization experience.

   -Experience with setting up users, groups, and simple configuration of Microsoft 365

   -Advanced knowledge of modern backup and disaster recovery technologies.

   -Fundamental understanding of IT security principles.

   -Advanced Microsoft Server knowledge

   -Expert on Microsoft 365, including establishing new clients from scratch, and advanced configuration of SharePoint, Teams, OneDrive, and other M365 technologies.

Requirements:

   -A home office set up that meets the following:

1. A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.
2. Stable internet connection with at least 5mbps download and upload.
3. A quality headset with noise cancellation feature for meetings.
4. A mobile phone that has the capacity to install the Microsoft Authentication app.
5. HD webcam
6. 2nd Monitor
7. UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)

       Note:  If you don’t have a UPS or a secondary monitor, the company is willing to cover the initial expenses for acquiring these items. The total cost will be deducted from your salary over a three-month period.

   -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.

   -Must 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 ranges from $8.27 – $16.14/hr and vary by experience and location.

Benefits:

   Paid US Holiday

   Night Shift Bonus

   Paid Time Off (15 Vacation Days per year)

   Comprehensive Health Plans / HMO (Employee & Dependent/s)

   Life and Accident Insurance

   Accident and Disability Coverage

   Company-paid training and certification

   Health & Wellness Program

   Dental & Vision

   Salary Advancement