IT Help Desk Technician – L3 (Work from Home)

Are you an expert level IT professional with excellent customer service skills? Are you fluent in English? Do you love technology? Do you enjoy being part of a friendly and supportive team? If so, this might be the right opportunity for you.

To quality, you must be a L3 engineer and meet 80% of the requirements in the “Essential Skills section below. Your proficiency will also be tested during the application process. Applicants must have a minimum of 6 years experience.

Digicom Technology Solutions (DTS), headquartered in the USA, is looking for senior L3 help desk technician to work remotely from their home office and support our USA based clients. We are an IT managed services (MSP) business that specializes in a high-quality, customer focused approach to designing, managing, and maintaining computer networks for organizations throughout the USA and have been in business since 2008. We provide an enjoyable & supportive atmosphere with opportunities for growth and development. We promote respect, kindness, equity, diversity, and creativity in the workplace. Besides a desirable work environment, we offer healthy lifestyle incentives, generous PTO, performance bonuses, and more.

Working hours will be during USA business hours.

Our provisional application window for this position is two weeks from job posting date. Provided we do not need to extend this window, we plan on making our final hiring decision 2-4 weeks after posting date.

Learn more about us at our company website: https://www.dtsit.com
Visit our Indeed employer profile: https://indeedhi.re/2UcrTv5
Check out our Google reviews: http://bit.ly/3U2zKaw

Essential Skills / Experience:

• Fluent in English and able to carry on conversations in English with ease.
• Excellent communication and interpersonal skills.
• Excellent customer service skills.
• Strong organizational skills and attention to detail.
• Bachelor Degree in Computer Science or commensurate work experience.
• IT Certifications such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, or Cisco CCNA.
• 6+ years experience in a combined customer service/IT role.
• Strong knowledge of TCP/IP and networking fundamentals.
• Broad knowledge of Windows Server, Hyper-V, Active Directory, Exchange, and RDS (Remote Desktop Services).
• Broad knowledge of Windows 10 Desktop OS & MS Office 2013-2019 Suites.

Core Job Functions:

• Provide remote help desk IT support to our clients.
• Diagnose and solve client software, hardware, and network issues.
• Training, and mentoring our team of support engineers.
• Serve as an escalation point for complex help desk IT issues.
• Effectively execute our service offerings and communicate their value to our clients.
• Assume responsibility for on time and efficient service.
• Following documented processes for completing tasks.
• Develop and maintain knowledge of customer’s specific business environment.

Required Role Proficiencies:

• Enterprising and ambitious.
• Accuracy and attention to detail.
• Aptitude for numbers and quantitative skills.
• Excellent time management skills.
• Passion for teamwork.
• Proven ability to work with little or no supervision.
• Well developed organizational skills.
• Reliable and punctual.
• Able to type at least 50 words per minute.
• Interest in a long term commitment.
• Secure and quiet work area with ability to carry out a phone conversation with little or no background noise.
• Internet connection capability of at least 20 Mbit download.
• Reliable power (must have a whole house UPS if unreliable)
• Able to pass a background check.

Extra Points For:

• Experience in an MSP environment.
• Experience with our vendor/partner technology including Microsoft, Veeam, Eset, ConnectWise, Automate, Cisco Umbrella, Ubiquity, WatchGuard, Axis Communications, Atlassian, Lenovo, and HP.
• Experience with Medical and Dental practice management software including Eaglesoft, Dentrix, Dolphin, eClinicalWorks, Allscripts, NextGen, SuiteMed, Lytec and others.
• Software development skills.
• An interest in health/nutrition and/or self-development.

Compensation & Benefits:

• ₱70,000 – ₱100,000 per month or more depending on skills and experience.
• 30 days paid time off per year.
• Quarterly performance bonus plan.
• Medical allowance (₱6,000/month) that can be used for medical insurance, dental care, or other self-care options of your choice.
• Gym membership reimbursement (up to ₱2,000/month)
• Health food reimbursement (up to ₱8,000/month) on purchases of fresh or frozen whole fruits, vegetables, raw nuts, raw seeds, dried beans, lentils and brown rice from your local farmer’s market or grocery.