Technician II (Remote)

Role overview

Provide remote technical support across both planned maintenance and urgent troubleshooting. You’ll resolve a range of endpoint, application, account, and connectivity issues independently, while helping keep systems reliable through monitoring, updates, and routine maintenance.

Responsibilities

- Apply and validate patches, system updates, vulnerability fixes, and routine maintenance. - Review monitoring alerts, check system performance, and address recurring issues or recommend improvements. - Respond to urgent tickets and calls, diagnosing and resolving problems through phone and remote support tools. - Troubleshoot complex Windows and macOS issues, business applications, printers, peripherals, and basic network equipment. - Resolve endpoint connectivity and access problems involving DNS, DHCP, VPN, Wi-Fi, and user accounts. - Record ticket time and work to service measures that include customer satisfaction, first-contact resolution, handling time, and quality.

Requirements

- At least 1–2 years in helpdesk, technical support, or a managed service provider environment, with the ability to own issues through resolution. - Strong Windows and macOS troubleshooting skills and working knowledge of networking fundamentals, Active Directory, and Microsoft 365 support. - Clear spoken and written English, with experience coordinating vendors or handling escalations. - Availability for 40 hours per week and shifts that support round-the-clock service. Reactive coverage is scheduled during Pacific business hours; proactive shifts are set after training and may fall outside those hours. - A home setup with a computer meeting the listed minimums (8 GB RAM and supported Windows 11, macOS 12+, or processor specifications), stable internet of at least 25 Mbps both ways, a noise-cancelling headset, HD webcam, smartphone, and second monitor. A desktop setup also requires a UPS. - Ability to complete online behavior and cognitive assessments; applicants in the Philippines must be able to provide NBI clearance.

Nice to have

- Two or more certifications among CompTIA A+, Network+, Security+, and 3CX Basic Certified Engineer. - Experience in an MSP setting.

Benefits and work setup

Remote work with health coverage, life insurance, flexible benefit reimbursement, paid leave starting at 15 days annually, parental leave, paid US holidays, a night shift bonus, wellness support, and employer-funded training and certifications. Compensation starts at $7.03 per hour and may vary by experience and location.