IT Support Technician II

2 weeks ago

Manila, National Capital Region, Philippines HireArchi Full time

Employer: MSP company based in Monterey, California

Work Setup : Remote

Working Schedule:Monday Friday, 8:00 am 5:00 pm Pacific Standard Time

  • 13th Month Pay
  • HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
  • Personal Time Off (After a 90-day probationary period)

Summary:

A Support Technician II, under the supervision of the Service Manager and Service Team Lead, will be responsible for responding to and resolving support tickets and escalated support for our client. The role also involves mentoring team members on these issues. Support and mentoring will cover a wide range of topics, requiring both general and specialized technical expertise in areas such as server and workstation hardware, RAID configuration, setup and troubleshooting, Operating System installation and setup, backup and disaster recovery support (using a BDR solution), virtualization with Hyper-V Server, Firewall troubleshooting, and other technical support and service issues, including troubleshooting general problems with third-party products provided through Managed Services.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excited by new technology.
  • Ability to effectively communicate with team members and clients including excellent written and oral communication skills.
  • Ability to routinely multitask (to a reasonable degree) and reassign priorities.
  • In-depth knowledge of actively supported desktop and mobile operating systems (Windows10+/MacOS 10.X+/Window Server 2016+/Android/iOS).
  • Understanding of network architecture and basic troubleshooting.
  • End-User software including Microsoft 365/Office 365 management.
  • Strong relationship building skills.
  • Problem-solving abilities and able to meet reasonable deadlines.
  • Experience of working in PSA software (Professional Services Automation).
  • Experience of working in RMM software (Remote Monitoring and Management).
  • Afterhours work as part of a rotation with other technicians and engineers.
  • Always learning, training, and continuing education.
  • Sense of humor.

Expected Outcomes and Essential Responsibilities:

  • Meet or exceed the current goal for utilization (meaning time entries for service/project tickets are at least at 75% of the daily shift hours set by management).
  • All Assigned service/project tickets are updated in real-time with their required next step and documented in real time according to standards.
  • Client communication and team member communication are addressed quickly and in order of priority
  • Escalation procedures and policies are followed to help with efficient and effective resolution.
  • Communicate frequently with service manager/lead about escalation, repeat issues, root cause analysis, and technical standards.
  • Mentoring junior team members as needed or requested.
  • Certain tasks may require field services or to help the project team with implementation

Educational/Vocational/Previous Experience Recommendations:

  • 2-3 years of previous technical support in technical computer service is required.
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