Intelligent Technical Solutions

Provide remote IT support by resolving technical issues and performing proactive system maintenance to ensure system stability and security. | Requires helpdesk or technical support experience with Windows, macOS, Microsoft 365 proficiency, home office setup, and preferably certifications like CompTIA A+, Network+, or Security+. | Job Description Join Intelligent Technical Solutions, a dynamic and growing company, as a Proactive Technician I. We’re looking for a dependable, detail-oriented problem solver with strong customer service skills and a team-first mindset. In this role, you will be responsible for delivering remote IT support to our clients, ensuring issues are resolved efficiently and systems remain stable and secure. You will handle a mix of reactive support and proactive maintenance tasks, playing a key role in maintaining our high standards of service. Job Responsibilities This role is expected to perform both Reactive and Proactive work: 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: Workstation operating system issues (Windows and macOS) Printer and peripheral issues Standard business application issues (e.g., Microsoft Office) Common line-of-business applications (e.g., CRM Tools, VoIP, Microsoft 365), including coordination with vendors when needed Basic networking issues related to endpoint connectivity Proactive: Issue Prevention and Maintenance Patch management and system updates Disk space management and cleanup Vulnerability remediation Firmware updates Alert review and remediation System performance tuning Execution of other routine maintenance tasks Job Qualifications Experience troubleshooting Windows and macOS environments Previous experience in a Helpdesk or Technical Support role Strong skills in application troubleshooting, PC deployment/imaging, and user profile management Experience working with third-party vendors for issue resolution Proficiency supporting: Microsoft 365 / Office applications Adobe applications Active Directory Backup solutions Endpoint security tools Mobile devices and common business applications Experience working in a Managed Service Provider (MSP) environment is highly preferred Job KPIs CSAT: Client satisfaction scores based on ticket feedback Utilization: Time accurately logged in the ticketing system First-Touch Resolution: Tickets resolved in a single interaction Average Handling Time (AHT): Average time spent on Tickets Quality Score: Internal quality assessments by the training and QA team 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 40 hrs. a week: 8:00 AM to 5:00 PM PST (Monday to Friday) Able to pass our online behavior and cognitive assessments. Preferably, at least two 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 starts at $4.68/hr and may vary by experience and location. 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 Fraud Alert – Recruitment Scams Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels. ITS does not request payment or financial information at any stage of the hiring process. Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer. We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts. If you receive suspicious messages or requests, do not engage. Report them to careers@itsasap.com. All verified job openings are posted here: https://www.itsasap.com/job-openings Skip the wait fast-track your application and jump straight into your next big opportunity. Start your instant interview now: PRE-RECORDED VIDEO INTERVIEW

Manage Tier 3 escalations, automate operations, mentor technicians, and maintain technical documentation. | Five years IT or systems admin experience with Windows Server, networking, virtualization, scripting, and a home office setup. | Job Description: The Proactive Team Network Administrator serves as a senior technical resource, responsible for managing escalations, driving automation, and ensuring high-quality proactive service delivery. This role focuses on reducing operational noise through automation, maintaining robust documentation, and mentoring technicians to elevate technical performance and client satisfaction. Job Responsibilities: Proactive Monitoring & Alerts Design, implement, and refine processes for handling proactive service alerts (patching, disk space, antivirus, hardware/software alerts). Ensure alerts are actionable, efficient, and tied to measurable KPIs. Proactively address recurring issues to minimize escalations and maintain high service standards. Mentorship & Escalation Support Serve as a Tier 3 escalation point for technicians, engineers, and operational teams. Partner with Team Leads and managers to identify skill gaps and develop technicians into Tier 2-level engineers. Deliver technical training, knowledge-sharing sessions, and hands-on guidance to improve technical competency across teams. Automation & Scripting Develop and maintain automation scripts and tools to reduce manual workloads. Lead adoption of automation best practices across the team. Documentation Create and maintain SOPs, knowledge base entries, and technical guidelines. Ensure documentation meets internal standards and industry best practices. Collaboration & Strategy Partner with the Proactive Service Manager and operations leaders to align technical initiatives with business objectives. Collaborate cross-functionally to ensure seamless integration of proactive solutions. Job Qualifications: Required: Demonstrated technical leadership experience within an IT services, cybersecurity, systems administration, network administration, or similar technical support environment. Proven expertise in handling Tier 3 escalations across diverse server environments, including setup, configuration, administration, and troubleshooting. Strong experience administering Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and related infrastructure services. Strong background in networking, with hands-on experience configuring and troubleshooting VPNs, VLANs, firewalls, switches, and network connectivity issues. Experience supporting and troubleshooting virtualization platforms, including VMware vSphere and/or Microsoft Hyper-V. Experience supporting and administering Microsoft 365 environments. Demonstrated ability to develop, maintain, and manage technical documentation, standards, and operational procedures. Excellent problem-solving, root-cause analysis, and technical project leadership skills. Strong interpersonal and communication abilities to mentor technicians and collaborate effectively across teams. Minimum of five years of experience in IT support, systems administration, network administration, or a related technical role. Working knowledge of scripting and automation technologies such as PowerShell, Python, Bash, or similar tools. Preferred: Experience working within a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment Hands-on administration with ConnectWise PSA and RMM platforms. 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 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). Compensation: Pay rate starts at $14.09/hr and vary by experience and location. 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 Fraud Alert – Recruitment Scams Intelligent Technical Solutions (ITS) has been made aware of fraudulent job postings and communications misrepresenting our company. Applicants are advised to exercise caution and apply only through official ITS channels. ITS does not request payment or financial information at any stage of the hiring process. Sensitive personal information (e.g., Social Security numbers) will not be requested prior to a formal offer. We have become aware of fake profiles on LinkedIn, Facebook, and other social media platforms impersonating our employees and falsely claiming to represent our company. Please exercise caution when interacting with these accounts. If you receive suspicious messages or requests, do not engage. Report them to careers@itsasap.com. All verified job openings are posted here: https://www.itsasap.com/job-openings Skip the wait, fast-track your application and jump straight into your next big opportunity. Start your instant interview now: PRE-RECORDED VIDEO INTERVIEW