IT Technician

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the representative of TurnPoint’s Technology Helpdesk team.

• Handle calls and tickets, assign them, work on them, and escalate technical issues to management.

• Oversee personal workflow and project tasks until successful resolution and closure.

• Assess customer issues, perform technical duties, and maintain comprehensive internal documentation.

• Appropriately escalate significant executive and technical issues.

• Assess customer requests via email and phone.

• Delegate tasks to colleagues and arrange work schedules with customers.

• Consult with customers to evaluate issue severity and impact.

• Generate procurement requests in accordance with TurnPoint procedures.

• Serve as a liaison between clients and technical personnel.

• Provide support Monday to Friday, from 8 AM to 5 PM Pacific Time, with occasional after-hours work as necessary.

• Carry out both self-assigned and manager-assigned technical tasks.

• Diagnose, troubleshoot, prioritize, and resolve client issues.

• Communicate problem-solving processes to clients in clear and understandable terms.

• Create, review, and maintain support tasks related to client projects.

• Monitor assigned work and tickets, ensuring they reach successful closure.

• Contribute to client onsite visits and related meetings.

• Record, document, and resolve client inquiries using online tools.

• Daily monitor and update assigned tickets.

• Conduct client work both remotely and onsite at client locations as required.

• Document technical processes for inclusion in the TurnPoint Tech Manual.

• Advocate for exceptional client communication, quality, continuous improvement, and high performance.

• Track, route, and redirect issues to the appropriate internal resources.

• Manage support ticket threads, task execution, and project work efficiently.

• Promptly escalate unresolved client inquiries.

• Adhere to workflow best practices that emphasize attention to detail, thoroughness, and follow-through.

• Train and mentor the technical team.

• Obtain and maintain necessary technical certifications.

• Carry out additional duties as assigned.

⛳️ Requirements

• Mid-level IT technician qualification.

• Work-from-home setup at the employee's expense.

• Fixed home internet connection with a minimum upload speed of 20 Mbps.

• iPhone capable of running the latest iOS, or an Android device with the current or previous Android version.

• Mobile data plan that includes voice, text, data, and hotspot capabilities.

• Availability to provide support Monday to Friday, from 8 AM to 5 PM Pacific Time, with occasional after-hours work as needed.

• Competence in technical troubleshooting, triage, diagnosis, and resolution.

• Proficient in using Zendesk, Asana, Airtable, OneNote, and other online tools.

• Experience with Windows 11+, Apple operating systems, Microsoft 365, Microsoft Teams, Microsoft Outlook, Microsoft Azure, Windows Server, Asana, or Airtable is advantageous.

• Ability to obtain and maintain required technical certifications.

• Willingness to complete a one-way video interview within 5 calendar days if invited.

🏝️ Benefits

• Technical training essential for success at TurnPoint.

• Opportunities for continuous learning and professional development.

• Emphasis on collaboration, innovation, and diverse perspectives.

• Work-from-home arrangement.

• Flexible one-way video interview at the candidate's convenience.

• SMS/text updates regarding the job application process.