[Hiring] Technician II @Intelligent Technical Solutions

Role 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

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

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).

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