IT TechnicianGuided Outsourcing Inc

Job Description
Job Summary:
We are seeking an experienced, motivated Remote IT Technician to join our team. The primary responsibilities of this role include triaging and dispatching support tickets via email and phone call, providing technical assistance to clients, and afterhours oversight. This is a remote position, which means that you will be working from home!
Key Responsibilities:
Triage and Dispatch All Support Tickets during defined timeframe.
o Communicating assigned tickets and client issues to team members
Work through quick-fix tickets and service requests from clients. Quick-fix tickets are defined as tickets that can be resolved in under 15 minutes.
o Provide technical assistance to end-users through various channels, including phone, email, and remote desktop tools
o Document all incidents and resolutions in the support ticket system
Work through Backup/Disaster Recovery and Proactive Maintenance Tickets and Issues
o Audit Backup System for irregularities
o Work on non-client interaction / facing tickets
o Raise tickets with Vendors and Client Primary for Escalations
Appropriately escalate more complex issues to Level 2 or 3 support.
Work afterhours to provide support during non-business hours
Continuously update knowledge base and technical documentation to ensure accurate and up-to-date information is available to the team
Maintain a positive and professional demeanor while interacting with end-users, team members, and other stakeholders.
Qualifications:
Strong problem-solving skills, with the ability to analyze and resolve technical issues in a timely and efficient manner
Proven experience in a technical support or IT help desk role, with a strong understanding of IT systems and infrastructure
Being motivated and a self-starter! Due to the timeframe and nature of the role you will be expected to drive through on tasks independently.
Knowledge of Windows desktop and server OS
Basic network technologies and functionality such as IPv4, routers/firewalls, switches, Wi-Fi, and internet connectivity
Familiarity with help desk ticketing systems and remote desktop tools
o This includes but isn't limited to documentation of issues, client information, and time spent on issue resolution.
Ability to quickly learn new tools and technologies
Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users
What we offer:
100% WFH setup
Equipment Provided
Internet and Night Differential Allowance
Paid Leaves
2 HMOs on day 1
13th Month Pay
Statutory Benefits
Competitive Salary