Intelligent Technical Solutions

Provide remote IT support, troubleshoot OS, application, and network issues, and participate in on-call support. | Experience with Windows and Mac OS troubleshooting, helpdesk support, application support, and relevant certifications preferred. | Job Description Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician I. 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 (Office, etc.) issues of any kind. Line-of-business application issues for common applications (SAGE ERP, QuickBooks), and for more niche applications with vendor assistance. Basic networking troubleshooting related to desktop connectivity. 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. Prior experience in Helpdesk support or a similar role. Skilled in application troubleshooting, PC deployments/imaging, and user profile management. Proficient in supporting Office 365, MS Office, Adobe, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications. Experience with Managed Service Providers (MSPs) is highly desirable. Job KPIs 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 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 rates start at $4.59/hr up to $6.89/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 You have the option to speed up your application process by following the two-step approach below or simply Submit Application by filling out the form (Apply for This Job). Then, someone from our team will reach out to you as soon as possible: Step 1: Please go to this link for a short technical quiz: PRE-EMPLOYMENT ASSESSMENT Step 2: Complete this pre-recorded video interview: PRE-RECORDED VIDEO INTERVIEW

Support sales team through client coordination, sales operations, and performance reporting to ensure seamless service delivery. | Requires technical background, experience in client success or sales support, strong organizational and communication skills, and proficiency in Microsoft Office. | Job Description As a Sales Admin Assistant /CAMigo at Intelligent Technical Solutions, you will support our sales team by understanding technological solutions and effectively communicating with a diverse client base. Your role will involve a mix of administrative support, client relationship management, and technical understanding to ensure seamless service delivery and client satisfaction. Job Responsibilities Sales Support • Uncover new business opportunities with existing clients and grow accounts within the assigned territory. • Develop and present solutions based on customers' business requirements. • Understand various delivery methods for solutions and anticipate what will work best for clients. • Analyze client needs and create supporting documentation. Client Coordination • Coordinate and prepare Strategic Business Reviews (SBRs) by compiling necessary client data, preparing presentation materials, and organizing prep sessions for the pod members. • Ensure all client meetings, including SBRs, are scheduled in advance, confirmed, and well-prepared. • Maintain accurate client records, including contact details, service tickets, SBR schedules, and ensure opportunities are tracked and updated. • Call clients weekly to maintain engagement and satisfaction. • Coordinate meetings, appointments, and other touchpoints for client engagement. Sales Operations • Generate quotes by sourcing product costs and overseeing the order process from creation to client approval and follow-up. • Use company CRM and knowledge management tools to provide various levels of sales reporting. • Manage quotes and orders, ensuring accuracy and timely follow-up. • Support the sales process by updating ticket boards, tracking proposals, and coordinating with purchasing on order-related inquiries. Performance Reporting • Assist in compiling KPIs and performance reports, highlighting the team’s achievements and areas for improvement. Job Qualifications • Technical background is essential. • Demonstrated experience in client success, account management, or sales support. • Strong background in customer service and sales. • Familiarity with CRM software and customer support tools. • Strong client relationship management skills. • Excellent communication and interpersonal abilities. • Ability to multitask and prioritize effectively. • Strong organizational skills and attention to detail. • Analytical and data interpretation skills. • Proficiency in Microsoft Office Suite. • Flexibility in a fast-paced environment. Job KPIs Clients Without Future SBRs (>$3K) – Goal: 0 • Ensure every A or B band client (>$3K MRR) is scheduled for SBRs in advance. Pods should work together to achieve zero clients without future SBRs. This metric serves as an exception indicator to identify unscheduled clients. Clients Without Future SBRs ($1K-$3K) – Goal: 0 • Schedule every C band client ($1K-$3K MRR) for SBRs in advance. Aim for zero clients without future SBRs, with pods collaborating to maintain this count. This metric helps identify when a client falls off the schedule. Missed SBR Re-bookings – Goal: 0 • Secure a commitment for the next SBR date before concluding the current one to reduce overdue SBRs and scheduling hassles. Missing SBR Feedback – Goal: 0 • Log an NPS rating and feedback for each SBR in the system. No SBR should be left without this crucial follow-up data. Unconfirmed SBRs – Goal: 0 • Confirm all SBRs within two weeks of the scheduled meeting to avoid no-shows. Lack of confirmation should trigger pod involvement to decide on next steps. Opportunities Past Due – Goal: 0 • Keep open opportunities with a past due estimated close date at zero. When this count rises, the pod should assess and adjust the next steps and estimates. Do not push opportunities forward merely to maintain a zero rating; use this KPI as an alert system. Opportunities Next Step Overdue – Goal: 0 • Ensure all open opportunities have a next step with a date. Overdue steps should be discussed and resolved within the pod. CSAs should proactively monitor due dates and ensure pod members complete their actions on time. Quotes/Proposals Prepared – Goal: 5 • Track the total number of quotes prepared by CSAs to gauge the efficiency and productivity of the quoting process. SBR Prepared • Track the total number of SBRs prepared and completed by CSAs, including internal reviews with the vCIO and CAM and subsequent pod approval. Job 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 • 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 hours a week: 8:00 AM to 5:00 PM PST (Monday to Friday) • Able to pass our online behavior and cognitive assessments. • Able to provide NBI Clearance (for PH applicants). Compensation Pay rate starts at $5/hour and varies 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