IT Support Specialist

$1,100 per month depending on abilities and assigned responsibilities

Work Hours
• 8:00am to 5:00pm Monday to Friday PST/California Time, sometimes earlier or longer when needed.


(Interested applicants must complete and follow the application procedure Upgrade to see actual infopliance to instructions on "HOW TO APPLY" is part of the assessment. PLEASE DO NOT REPLY WITH A COVER LETTER, A STORY ABOUT YOU, A SUMMARY OF ANYTHING OR ANY OTHER MESSAGE. Only send the 3 links as required below. Your application will be ignored if you did not follow these instructions.)



We are looking for a motivated Technical Support Specialist to remotely support our users’ desktops/laptops, servers and other mobile devices on a full-time basis. There are 40+ users to support but not all of them call each day for help. Most of the requests are for folder permissions, printer connection issues or other minor issues. While most of your time will be spent on monitoring the network and reviewing various logs, your prompt and professional response to support requests and proper documentation is critical. You will be working with an IT Engineer and other remote workers in the Philippines.

The ideal candidate will have the following troubleshooting abilities for and skillset on:

1. Strong knowledge of MS (Microsoft) Windows-based Workstation and Windows Server OS
2. Basic knowledge of Active Directory Domain based networks and ADUC management.
3. Basic knowledge of Exchange Server administration – Mailbox Provisioning etc.
4. File and Printer Sharing, NTFS Folder Permissions and login scripts.
5. Basic knowledge of AD GPOs a plus.
6. IP Addressing, basic IPv4 connections in a LAN and why an IP address matters.
7. Good troubleshooting skills, not a “…Just restart your computer” type of technician.
8. Former employment at an MSP or IT Consulting firm a big plus.


While you will be trusted to work remotely from us, the role requires accurate note entry within our ticketing system. You need to be confident with your technical skills while maintaining professional conduct.

We are looking for someone who aims for a long-term career and not a short-term gig. You will eventually be trained to enhance your skills in IT and learn about Industrial Automation and Mechatronics as our operations and facilities keep growing. As you grow with our company you gain more skills, responsibilities, better opportunities and higher pay.

Some of the things expected of you are:
• Provide first level technical support to staff and ensure quality service to gain high user satisfaction ratings.
• Respond to telephone calls and email messages from users requesting for assistance.
• Have a good customer orientation, an above average problem-solving and analytical skills.
• Keep track of support tickets and update them pre/post resolution.
• Stay awake and responsive during your work shift.
• Be available on call when needed. This is very rare.


Duties and Responsibilities (but not limited to)
• Monitor network performance and assist in troubleshooting problem areas as needed.
• Keep track of support tickets, ensuring that all are entered in detail and updated.
• Installing computer software, network connections, printers and scanners.
• Creating and setting up user accounts, permissions and passwords in Active Directory.
• Courteously guiding users through a series of actions to resolve a problem.
• Respond to communications in a timely manner.
• Be nice and professional to the caller.
• Apply OS patches and software upgrades on a scheduled basis as directed.
• Monitor daily data backup operations, ensuring all are successful.
• Following up with users to ensure the problem has been resolved.
• Communicate in English verbally and written in both technical and jargon-free language to non-technical Upgrade to see actual infot all of them like tech talk.


About Us:
We are a Food Manufacturer in California USA that has been in operation for the last 50 years. Our products are extensively used by companies in the Foodservice (large restaurant chains, hotels and ingredient to other food manufacturers) and Retail (groceries and supermarkets) industries. We have the largest market share in our industry, and we are still growing fast.


Job Skills Qualification and Experience:
• Must be open minded and willing to be trained.
• At least 1-Year experience in customer-facing technical support (via email, phone and chat) work experience is expected from you.
• 2-3 years of experience working in helpdesk for a Managed Service Provider / IT Support business is strongly preferred.
• BIG PLUS: At least 2 years of desktop support experience with working knowledge of Teamviewer or Splashtop, Kaseya or Upgrade to see actual infocation:
• High school graduate (required).
• Associate’s Degree in any tech or IT related course (required, waived if you already have 3 years job experience).
• Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT related course is a plus but not required.



HOW TO APPLY:
A. Similar to answering questions at a face-to-face job interview, record your answer to the questions below into an Unlisted Youtube video (or other video sharing methods) and include the link when you respond to this job posting. There is no need to mention your full name or identity when you record your answers, this is simply to gauge your English proficiency, technical aptitude and professionalism.
Questions:
1. Briefly tell us about your work experience and challenges in providing technical support.
2. What is your working principle that you follow in carrying out your daily task?
3. What are the differences between a domain user and domain admin?
4. Is it funny when a user keeps forgetting their password?
5. Is restarting always the best solution to give a customer?
6. What are included in a Roaming Profile and why is this useful?
7. If a user complains that their computer password does not work, what do you ask them?
8. Why is an IP address important?

B. Please provide your resume highlighting your technical abilities and achievements if any. Do not include a cover letter or message stating why you believe or feel you will make a great fit for this job – on any of your messages. This document should be in a PDF format as a single file attachment.

C. Send a Screenshot of your Typing Speed. Slow typing is not a deal breaker, I just need to know that you can type with more than two fingers.

*You need to have a solid internet connection for this job. Having dual monitors is a plus. A good webcam is required as you will be in a continuous Microsoft Teams Video Meeting during work.