System Administrator II (International)

Job Description

Join Intelligent Technical Solutions, a dynamic and growing company, as our System Administrator. 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.

M365 administration issues of any kind.

Server issues of any kind.

Basic and intermediate networking issues.

Escalation point for technicians.

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.

Experience with Server 2016 through 2025.

Experience with VMWare and Hyper V Virtualization.

Experience supporting Azure.

Proficient in Microsoft Entra Admin Center.

Minimum of five years experience in IT Support or a similar role.

Basic knowledge of Firewalls, Switches, Network architecture, and troubleshooting.

Proficient in supporting MS Office, Active Directory, backup software, endpoint cybersecurity, mobile devices, and various business applications.

Experience with Managed Service Providers (MSPs) is highly desirable.

Active Server Certifications are preferred.

Job KPIs

CSAT: Scores filled out by clients using the rating system in tickets.

Quality Score: Assessments performed by the training and quality team.

Utilization: Hours entered into tickets in the ticketing system.

Hours / Ticket: Average number of hours entered per service ticket.

First-touch closed: Tickets completed with one time entry.

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 25 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 for 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).