windows systems EngineerReady Group Global

We are seeking a Technical Specialist role to join our growing team! You'll have to be a fast learner, can quickly adapt, be able to think outside of the box and handle phone calls to remotely help our clients based in Australia. As a Technical Specialist, you will use your analytical problem-solving skills and ability to absorb complex technical concepts in order to communicate to both technical and non-technical audiences.
We will be providing on the job training and future certifications Microsoft Windows/Server/Office365 and other cloud technologies.
You will be working for an established Australian IT Company. We currently work with over 200 Australian small businesses providing IT support across Microsoft Windows/Server/Office365/Security and other cloud technologies.
Learn more about us here: https://www.freshmethod.com.au/about/
Responsibilities:
Technical Support:
Resolve technical issues in accordance with best practices and guidelines of service delivery and ITIL standards
Revolving Line of Business Applications for Accountants and coordinating communication with the third party as issues are resolved remotely
Troubleshoot server and network related problems and quickly resolve issues
Provide 'fix on first call' to customers
Manage the lifecycle of service tickets in line with established service level agreement with clients
Relay vital technical information to clients by phone, email, or ConnectWise
Utilize internal resources in troubleshooting issues
Other Ad-hoc tasks as required
Ticket Resolution:
Compliance to the Company's Service Delivery Guidelines, Policies & KPIs
Resolve service tickets in line with existing service level agreements with clients
Contact client to request further clarification or additional information as requested
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.
Logically following a troubleshooting process and finding resolution using online resources.
Minimum 3+ years of strong Technical Support and Customer Service experience.
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.
Ability to handle high volume of tickets, phone calls, and chats.
Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.
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 in solving complex problems
Sense of urgency in completing service requests according to service level agreements
Resourcefulness to use the tools provided by the company
Conceptual understanding of the ITIL framework
Knowledge of Microsoft Office 365 and Outlook
Knowledge of Microsoft Windows
Knowledge of Microsoft Active Directory
Knowledge of remote connection tools - Labtech, Royal TS, TeamViewer
Single Parent Leave
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Holidays
Paid Vacation Leave
Maternity & Paternity Leave
Medical, Prescription, Dental, or Vision Plans
Other:
Training Certifications (Windows, Mikrotik Training)
Entry Level / Junior, Apprentice IT and Software IT and Software 1 opening Bachelor's degree graduate
Ready Group Global delivers IT Enterprise Architecture for Accounting Firms through the provision of projects, services and products. Specialising in data security, workflow efficiency, new generation applications and multi location workforce requirements. We're different to other companies in the following ways:- We're not a BPO. You're more than just a number.- Our PH team are equal with onshore team. We're not an 'outsourced team' that is managed remotely.- You report directly to the company and not the BPO itself. - You'll be included in the company strategy and get international business experience.- You're not just a "number" - We're a small team and have a more 'tight knit' culture.
Kalibrr

Quezon City, Metro Manila
Permanent
Full-time