What are the responsibilities and job description for the IT Help Desk Technician position at Xcape, Inc.?
About us
Xcape, Inc. is a Managed Service Provider, a Security Firm providing Digital Forensic and Incident Response Services, a Hardware Manufacture building Cellular Based Devices, and a Mobile Virtual Network Operator. Rolled into one team of highly skilled engineers and hackers.
The foundation of our business is support, offering that to a range of customers from individuals to large businesses, additionally we also provide security related digital investigative services and auditing services. For the latter we also make our own hardware as well as sell a hardware platform as a product and service offering. Lastly the MVNO means all of our devices we build are always connected to the internet.
We are looking for multiple competent L1 and L2 IT Support Technicians to provide fast, on-site and remote technical assistance to clients within the Greater Los Angeles, San Diego county, and San Francisco Bay Areas.
The ideal candidate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities Include:
- Answering Phones and manage incoming client request
- Monitoring and responding to e-mails and tickets
- Ability to use the following software suite; Slack, G-Suite, Discord, Zoho Desk, Zoho Assist, Jira, and Confluence.
- Setup, install, and configure client devices
- Perform on-site and remote troubleshooting through diagnostic techniques
- Determine the best solution based on the issue and details provided by customer
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements:
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
Compensation:
All technicians are paid $25/hr for the first 6 months, after completing a probationary period, you'll be paid $25 less the hourly rate you are billed for (certain exceptions apply) any services provided for our customers.
This is a 1099-MISC (Independent Contractor) position. We are unable to sponsor H-1B Visas at this time.
Work Remotely
- Yes
Job Types: Full-time, Part-time, Contract
Pay: $25.00 - $125.00 per hour
Schedule:
- On call
COVID-19 considerations:
COVID-19 Vaccinations are required, you may apply if you're unvaccinated but that will limit your ability to see clients on-site. All customers and techs are required to weak mask.
Education:
- High school or equivalent (Required)
Experience:
- Help desk: 4 years (Required)
- Windows / Mac OS: 4 years (Required)
Work Location: On the road