We are currently looking for a IT Technician Level 1 (Remote) to join our team.<\/p>\n
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Job Title: IT Technician (Remote)<\/strong> Job Summary:<\/strong> Job Competencies:<\/strong> Desired Experience & Qualification:<\/strong> Other Requirements:<\/strong> ITS provides training and sponsors certification for all technicians. This becomes the basis of salary increase and promotions.<\/p>\n
\nLocation:<\/strong> Remote<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nProvide a superior user experience during each interaction with the client, whether communicating with them by phone, chat over their workstation, or email
\nDiagnose, document, and resolve technical issues within the employee\u2019s level of experience and knowledge
\nUse internal and external knowledge bases and resources to research issues independently, including vetting of external sources to ensure accuracy of data
\nEscalate issues outside the technician\u2019s level of knowledge and experience, including most server and networking issues, as appropriate and after completing as much troubleshooting as possible
\nWork with your team interactively to brainstorm, share ideas, and gain knowledge to help obtain resolution for more complicated client issues
\nWorkstation operating system issues which do not involve networking or server access
\nWorkstation hardware diagnostics, troubleshooting and replacement of field-serviceable parts.
\nPrinter issues which involve networking or server access
\nStandard business application issues (Office, etc.) which involves networking or server access<\/p>\n
\nProblem Solving – Identify problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; resolve problems in early stages; work well in group problem solving situations
\nTroubleshooting – Anticipate problems; demonstrate critical thinking skills; communicate with customers as promised; use diagnostic tools efficiently and effectively; identify, test, and implement logical solutions; follow the company\u2019s troubleshooting procedures.
\nCommunications – Express thoughts clearly in written form; articulate verbal thoughts understandably; demonstrate active listening skills; comprehend information heard; use appropriate communication methods; keep others informed
\nConflict Resolution – Maintain calm under pressure; encourage respectful dialogue; confront difficult situations without bias; act within realistic timeframe for resolution; resolve conflicts through fair negotiation
\nConsistency – Follow through as promised; confirm people know each other’s expectations; arrive to and complete meetings on time; meet with direct reports in-person or by phone regularly; change decisions rarely
\nManaging Multiple Priorities – Manage multiple commitments and\/or projects; plan and utilize time efficiently; respond to changing customer needs; resolve conflicts to deliver on schedule; complete work in order of customer priorities
\nTeamwork – Contribute to a positive team effort; balance team and individual responsibilities; listen attentively and openly to others’ views; give and sincerely accept feedback; help the team stay focused on key objectives; resolve team conflict before it escalates; place the team’s success above own interests
\nKnowledge Advancement & Learning \u2013 Passion for learning is a must. You are expected to prepare yourself, grow within the company, and invest time to learn and pass IT Certifications that ITS will sponsor
\nBusiness Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold organizational values<\/p>\n
\n2+ years of Help Desk support or similar experience
\nA very strong cultural fit with the ITS way.
\nA deep passion and love for technology.
\nA strong understanding of client service concepts.
\nA desire to learn.<\/p>\n
\nA home office set up that meets the following:
\na working computer (minimum 8gb RAM), i5, Windows10
\nStable internet connection (at least 5mbps download and upload) with a backup internet (mobile data or another LAN).
\nHD webcam\/camera
\na quality headset with noise cancellation feature for meetings
\na mobile phone that has the capacity to install the Microsoft Authentication app
\nA very strong cultural fit the ITS way (Our core values will be discussed during the interview)
\nAble to work full time 40 hours per week.
\nWilling to work in flexible shifts (we provide 24\/7 support to our clients).
\nAble to pass our online behavior and cognitive assessments.
\nA deep passion and love for technology.
\nA strong understanding of client service concepts.
\nA desire to learn.
\nEnjoys helping customers by fixing their problems.
\nGood English communication skills
\nTraining and Certification:<\/p>\n