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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.\nJob Responsibilities\nThis role is expected to be able to resolve the following technical issues with little or no assistance:Workstation operating system issues of any kind.\nPrinter issues of any kind.\nStandard business application (Office, etc.) issues of any kind.\nLine-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance.\nServer issues of any kind.\nBasic and intermediate networking issues.\nEscalation point for technicians\n\nParticipate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations.\nJob Qualifications\nExperience with Windows and Mac OS troubleshooting.\nExperience with Server 2012 to 2022.\nExperience with VMWare and Hyper V Virtualization.\nExperience supporting M365 and Azure.\nMinimum of three to five years experience in IT Support or a similar role.\nBasic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.\nProficient in supporting MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.\nExperience with Managed Service Providers (MSPs) is highly desirable.\nActive Server Certifications are preferred.\nJob KPIs\nFirst-touch closed: Each ticket that is completed with only one time entry contributes to this number\nUtilization: The percentage of time that you are on the clock and billing time to client tickets\nCSAT: Scores filled out by clients using the rating system in tickets\nJob Requirements\nA home office set up that meets the following:\nComputer: A working computer with a minimum of 8GB RAM and one of the following:\nWindows 11 with an Intel i5 or i7 (8th generation or newer), or\nAMD Ryzen 5 or 7 (2000 series or newer), or\nmacOS 12 or newer.\nInternet: Stable internet connection with at least 25 Mbps download and upload speeds.\nAudio Equipment: A quality headset with a noise-cancellation feature for meetings.\nMobile Device: A smartphone capable of installing the Microsoft Authenticator app.\nWebcam: An HD webcam for video calls.\n2nd Monitor \nUPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)\nA very strong cultural fit the ITS way (Our core values will be discussed during the interview) \nExcellent command of the English language both spoken and written \nAble to work full time 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday)\nAble to pass our online behavior and cognitive assessments. \nPreferably, at least two of the following certifications: CompTIA A+, CompTIA Network+, CompTIA Security+, 3cx Basic Certified Engineer.\nAble to provide NBI Clearance (for PH applicants).\nCompensation\nPay rate starts at $8.27/hr and may vary by experience and location.\nBenefits:\nComprehensive Health Plans / HMO (Employee & Dependent/s)\nLife Insurance\nFlexible Benefit Reimbursement (Dental/Vision/Mental Health/Wellness/Government Contributions)\nPaid Time Off (starts at 15 days per year)\nMaternity/Paternity Leave\nPaid US Holiday\nNight Shift Bonus\nSalary Advancement/Loan\nHealth & Wellness Program\nCompany-paid training and certification\nYou have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job).Then, someone from our team will reach out to you as soon as possible:\nStep 1: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW\nStep 2: Please go to this link for a short technical quiz: PRE-EMPLOYMENT 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