Notes:
- This is a fully remote, full-time IT Help Desk position which will cover 3 to 4 shifts per week from approximately 10:30 AM to 9:30 PM UTC+8 after completion of training, with the weekly schedule to be discussed. Please only apply if you can commit to the hours of coverage needed.
- Strong English verbal and written communication are required, C1/C2 level, as you will be working with English users, coworkers, and vendors. To be considered for this role, you must apply with an English resume/CV.
Company:
Founded in 1982, SMS Datacenter is a growing IT Managed Service Provider for Colocation, Cloud, Networking, Security, Service Desk, IT Consulting, and other Managed Services. We are a team of engineers and technicians who tackle new projects, challenges, and issues every day, designing, supporting, and troubleshooting users’ infrastructure so they can focus on their businesses.
Position:
Do you love solving problems and providing great service to users? Do you get excited from being challenged by different issues and environments each day? Are you looking to bring your love of IT and great attitude to a growing company, where your ideas can have an impact?
We are looking for a service desk technician to join our team, master new skills, and grow within the company. You will provide the first and second line of support for business users. You should be able to learn how to resolve 80-95% of incoming calls, tickets, and alerts, and provide useful troubleshooting and communication before escalating for issues requiring higher level support.
Responsibilities:
- Provide Level 1 and 2 support and excellent customer service for all business users and coworkers
- Respond immediately to calls, emails, messages, and tickets
- Stay on the phone with vendors and ISP providers to obtain and document status updates
- Effectively troubleshoot IT-related issues related to desktops, systems, and networks in multiple unique client environments
- Research solutions when you don't have the answer, and document what you've learned for teammates
- Learn to resolve >90% of incoming tickets, escalating only when you lack access or can't figure out how to solve the issue after researching
- Document all work done, issue/project status, and time entries on tickets throughout the day
- Support projects and other tasks as needed
Technical Experience Preferred:
- 3+ years of Desktop Support, preferably in a Managed Service Provider or other multi-tenant environment
- Remote user support for applications and hardware (desktops and laptops, servers, networking gear)
- Active Directory and Group Policies
- Backup and data recovery technologies experience (Veeam)
- Email Filtering Software (Proofpoint)
- Basic network troubleshooting
- Windows and Mac deployment and security
- Ticketing systems and time keeping (Autotask PSA)
- Knowledge from certifications like CompTIA A+, Network+, VMWare, Microsoft, etc.
Traits Needed:
- Professionalism and good customer service
- A technical mind able and eager to learn about all things IT
- Critical thinking skills and creative problem solving, applying solutions from previous issues to similar ones
- The ability to stay organized and multitask when needed
- Common sense
- Ability to work under pressure and be fearless on the phones
Total compensation for this role is expected to be between $650 and $1,200 per month, depending on candidates' skills and experience, geographic region, and hours worked per week.
Annual Paid Time Off includes:
- 10 vacation days
- 5 sick days
- Birthday or day near birthday
- 7 US holidays
- You may also request time off for other key religious or local holidays
