Technician II

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 5 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).