l2 IT Support engineerReady Group Global

Job Description
Resolve technical/ issues in accordance with company processes
Updating/Troubleshooting Applictions
Updating/Troubleshooting Windows Computers & Systems
Manageing Office 365 Tenants
Manageing Access Permissions
Working on Windows Server Environments
Utilize internal resources in troubleshooting issues
Helping Clients with other IT relates requests
Other Ad-hoc tasks as required
Compliance to the Company's Service Delivery Guidelines, Policies & KPIs
Setting expectation during the ticket life cycle
Resolve issues encountered during deployment and escalate complex problems in a timely manner
Work closely with customers, third parties and vendors to define ticket resolution to achieve deliverables, expectations, and scheduling.
Job Qualification
Technical Support and Customer Service experience. 2+ Years
Tech-savvy with working knowledge of common desktop applications such as Microsoft Office, Office 365, Knowledge in Accounting LOBs is preferred but not required, other office automation products, databases and remote control.
Excellent communication (both oral, written, and interpersonal) and customer service skills are a must. Ideally with US, UK or Australia experience
Ability to handle high volume of tickets, phone calls, and chats.
Willingness to grow professionally by learning new skills and building personal value as an IT professional
A problem-solving mindset and the ability to think outside the box
Sense of urgency in completing service requests according to service level agreements
Knowledge of Microsoft Office 365 and Outlook
Knowledge of Microsoft Windows Server
Knowledge of Microsoft Active Directory