IT Technician Level 3

Job Description
The Tier 3 engineer works primarily US Pacific nighttime hours as a member of the service operations team to provide best-in-class IT services to our clients. This position must maintain a prompt schedule, a polite professional demeanor, and provide excellent client service in accordance with ITS standards.
Job Responsibilities
Providing remote assistance to end users for issues escalated from Level 1 and 2 support.
Delivering support for workstation-, server-, and networking systems.
Installation, monitoring and managing of client infrastructure.
Support and change management of Microsoft (Office) 365 and Azure systems.
Establishing, operating, and maintaining data communication systems.
Installing, monitoring, and supporting client specific application and software.
Performing server backup and recovery operations.
KNOWLEDGE and EXPERIENCE (required demonstrable proficiency in a majority of the following areas):
Maintain high levels of client satisfaction through timely resolution of issues.
Effectively set, manage, and meet expectations with clients and internally.
Clearly and effectively communicate technology concepts through written and verbal methods to people with varying degrees of technical comfort.
Complete all scheduled maintenance and updates for servers, firewalls, and other network devices.
Fulfill deployment, troubleshooting, and other support tasks requiring completion outside clients’ business hours.
Monitor, investigate, and resolve alerts generated by various tools.
Serve as the first line of support for client emergency calls outside regular business hours by answering phone calls, triaging reported issues, troubleshooting, and escalating to the on-call team if necessary.
Be diligent in the timely documentation of processes, environments, and work performed.
Demonstrate effective, efficient troubleshooting skills and intentionality in your methods.
Show ability to work on multiple priorities simultaneously and adapt to changes quickly.
Maintain focus, direction, and composure during high-pressure situations.
Be organized, detail-oriented, and have the ability to work independently with little supervision, as well as cohesively within a team.
Adhere to documented standards and best practices.
Perform additional responsibilities and tasks as needed to support Intelligent Technical Solutions and its clients.
Job Qualifications
Higher education degree or certificate earned in relevant IT focus
High attention to detail with excellent analytical problem-solving skills, including the ability to handle scenarios where information is difficult to obtain
Exemplary written and verbal communication and presentation skills in English
Proven ability to juggle multiple projects and priorities while remaining calm under pressure
Preferably with MSP Experience
5+ years’ experience in IT support roles
Extensive experience working within ticketing systems.
Extensive Experience working with monitoring / RMM systems.
Extensive knowledge of modern desktop environments Microsoft Windows 7 — 11.
Solid understanding of end-user hardware setup, support, and troubleshooting.
Good fundamental Networking experience.
Significant Microsoft Server experience with good fundamental understanding of Virtualization.
Basic Microsoft Azure Active Directory experience.
Significant Hyper-V Virtualization experience.
Experience with setting up users, groups, and simple configuration of Microsoft 365
Advanced knowledge of modern backup and disaster recovery technologies.
Fundamental understanding of IT security principles.
Advanced Microsoft Server knowledge
Expert on Microsoft 365, including establishing new clients from scratch, and advanced configuration of SharePoint, Teams, OneDrive, and other M365 technologies.
Requirements
A home office set up that meets the following:
A working computer with minimum of 8gb RAM, i5 Windows10 or macOS Big Sur.
Stable internet connection with at least 5mbps download and upload.
A quality headset with noise cancellation feature for meetings.
A mobile phone that has the capacity to install the Microsoft Authentication app.
HD webcam
2nd Monitor
UPS (Uninterruptible Power Supply) if using a desktop (Not needed if using a laptop)
Note: If you don’t have a UPS or a secondary monitor, the company is willing to cover the initial expenses for acquiring these items. The total cost will be deducted from your salary over a three-month period.
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 – 8:00AM to 5:00PM, Pacific Standard Time (PST) from Monday to Friday.
Able to pass our online behavior and cognitive assessments.
Must 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).
Compensation
Pay rate ranges from $8.27 – $16.14/hr and vary by experience and location.
Benefits
Paid US Holiday
Night Shift Bonus
Paid Time Off (15 Vacation Days per year)
Comprehensive Health Plans / HMO (Employee & Dependent/s)
Life and Accident Insurance
Accident and Disability Coverage
Company-paid training and certification
Health & Wellness Program
Dental & Vision
Salary Advancement
Please send your resume to Click to view with subject ITTECH3