IT Technician II (International)

Job Description Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician II. 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. Job Responsibilities This role is expected to be able to resolve the following technical issues with little or no assistance: Workstation operating system issues of any kind. Printer issues of any kind. Standard business application support. Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance. Basic M365 Administration Basic server issues. Basic networking issues. Answer incoming Quick Fix calls from clients. Participate in an on-call rotation to provide after-hours and weekend support for onsite and remote operations. Job Qualifications Experience with Windows and Mac OS troubleshooting. Minimum two years in Helpdesk support or a similar role. Skilled in application troubleshooting, PC deployments/imaging, and user profile management. Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting. Basic experience with Microsoft Entra Admin Center. Proficient in supporting M365, Office Applications, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications. Experience with Managed Service Providers (MSPs) is highly desirable. Active IT Certifications are preferred. Job KPI's Utilization: The percentage of time that you are on the clock and billing time to client tickets CSAT: Scores filled out by clients using the rating system in tickets Quality Score: Assessments performed by the training and quality team. First-touch closed: Each ticket that is completed with only one time entry contributes to this number 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 for 40 hrs. a week:  8:00 AM to 5:0...