Back Office Support

National Service Coordinator

Position Summary:

The National Service Coordinator is a key player in ensuring seamless service operations through meticulous data entry and coordination. This role entails creating and managing service calls in our job management system, SimPro, communicating job notes to customers via Salesforce, and effectively closing customer cases. The incumbent will act as a vital communication link between customers and the service department, ensuring timely and accurate information flow, and contributing to our goal of stellar customer satisfaction.

Job Details:

  • Work from home
  • Monday to Friday | 6 AM to 3 PM
    • Following Australian public holidays

Responsibilities:

  • Create and manage service calls within the job management system, SimPro, ensuring all necessary information is accurately captured and updated promptly.
  • Communicate job notes to customers through Salesforce, maintaining a professional tone and ensuring clarity and timeliness of information.
  • Close customer cases in Salesforce upon resolution, ensuring all actions taken are well-documented and communicated to the customer.
  • Escalate and follow up on issues with the direct report, ensuring a prompt resolution and maintaining the integrity of data within our systems.
  • Maintain a high level of attention to detail throughout all data entry tasks to ensure accuracy and consistency.
  • Collaborate with various departments to ensure smooth service delivery and coordination, especially in a national scope which may require liaising with different regional teams.

Qualifications:

  • A minimum of 2 years of data entry experience, ideally within a coordination or customer service setting, demonstrating a track record of accuracy and efficiency.
  • Excellent written English skills for clear, professional communication with customers and internal teams.
  • Experience in using job management systems, particularly SimPro, and customer relationship management systems like Salesforce is a Huge Plus.
  • Ability to escalate and follow up on issues effectively with a direct report to ensure timely resolution.
  • Prior experience in a coordination role, preferably in a national or multi-regional context, would be advantageous.
  • Ability to multitask and manage multiple priorities in a fast-paced environment, ensuring deadlines are met and delivering a high level of customer satisfaction.

by Garegin Hakobyan

Financial Reporting and Compliance Specialist

Position Summary

The Financial Reporting and Compliance Specialist plays a critical role in the financial management of the organization. This position is responsible for the accurate preparation and analysis of financial statements, reports, and disclosures, ensuring adherence to applicable accounting standards (GAAP/IFRS) and regulatory requirements. Collaborating with cross-functional teams, the specialist also oversees the external audit process, tax filings, and contributes to the development and improvement of financial reporting systems and processes. As an integral part of the finance team, this role requires a deep understanding of accounting principles, compliance requirements, and a proactive approach to financial governance.

Job Details:

Work from home

Monday to Friday | 9 AM to 6 PM

*Following PH Holidays

Responsibilities:

  • Preparation of Financial Statements: Ensure accuracy of financial statements, reports, and disclosures in alignment with accounting standards (GAAP/IFRS) and regulatory requirements.
  • Collaboration with Teams: Work with cross-functional teams to gather necessary financial information for reporting and compliance purposes.
  • Financial Data Analysis: Analyze financial data to identify trends, patterns, and anomalies; provide insights to management and stakeholders.
  • Monthly, Quarterly and Annual Reports: Assist in the preparation of monthly, quarterly and annual financial statements for both internal and external stakeholders, including the consolidation of subsidiary financial reports. This involves gathering financial data from our subsidiary companies, ensuring accuracy and consistency, and integrating their financial results into our consolidated financial statements.
  • External Audit Support: Coordinate and support the external audit process, including audit schedules and responding to auditor inquiries.
  • Compliance Research: Stay up to date with evolving accounting and reporting standards for compliance and best practices.
  • System Implementation: Assist in the improvement of financial reporting systems, tools, and processes.
  • Regulatory Filings: Ensure timely and accurate filing of financial reports and tax returns with regulatory authorities as required.
  • Documentation: Develop and maintain documentation of financial reporting procedures and controls.
  • Compliance Support: Provide support during internal and external compliance reviews and regulatory inspections.
  • Policy Development: Contribute to financial policies and procedures to enhance overall financial governance.
  • Special Projects Participation: Engage in special projects related to financial reporting and analysis as needed.

Qualifications

  • Bachelor’s degree in accounting, Finance, or related field.
  • Certified Public Accountant (CPA) or equivalent professional certification preferred.
  • Minimum of 5 years of experience in financial reporting, compliance, or related roles.
  • Proficiency in GAAP/IFRS and understanding of relevant regulatory requirements.
  • Strong analytical, problem-solving, and organizational skills.
  • Excellent communication and collaboration abilities.
  • Familiarity with financial reporting systems and tools.
  • Commitment to continuous learning and staying abreast of industry trends and standards.

by Garegin Hakobyan

Level 3 Service Desk Engineer

As a Level 3 ServiceDesk Engineer, you will play a pivotal role in providing exceptional technical support to our clients while taking the initiative to improve efficiency and drive proactive solutions. You will diagnose and resolve software issues within a predominantly Windows environment, offer assistance with Mac-related concerns, and address networking challenges. This role involves collaborating closely with clients, team members, and support teams to ensure timely incident resolution and exceptional customer satisfaction. Additionally, you will contribute to technical projects, mentor junior technicians, and demonstrate expertise in a wide range of IT areas.

Job Details:

Level 3 ServiceDesk Engineer

Work from Home

Training Schedule: Monday to Friday, 8 PM to 5 AM (1-2 weeks)

Work Schedule: Monday to Friday, 8 PM to 5 AM (with the possibility of after-hours and on-call rotation)

Responsibilities:

·Be a hero to our clients by offering outstanding technical support and ensuring their satisfaction.

·Identify and implement proactive solutions to enhance efficiency and effectiveness.

·Diagnose and resolve software issues on Windows Workstations and Servers, with occasional Mac support.

·Perform software installations on Windows systems, including both workstations and servers.

·Maintain comprehensive records of client interactions and issues using the ConnectWise ticketing system.

·Manage user accounts within the domain, including adding and deleting users.

·Address basic networking issues and troubleshoot email-related problems, including spam protection, Outlook, and email archiving.

·Research, test, and deploy new technologies to optimize IT operations.

·Create and maintain Standard Operating Procedures (SOPs) for documentation and knowledge sharing.

·Escalate critical incidents within 15 minutes of being unable to resolve a ticket.

·Prioritize and manage incident and request expectations within the schedule defined by the Service Desk Manager.

·Collaborate with clients, team members, and support teams to gather incident details and requirements.

·Perform daily preventative maintenance on peripheral devices, such as scanners.

·Contribute to client project tickets and participate in an on-call rotation for urgent client issues.

·Act as a technical lead for projects and provide guidance to junior technicians.

·Build, migrate, and configure domains from the ground up, including server and firewall setup.

·Design and implement domain group policies and Azure policies.

·Set up and configure Microsoft 365 tenants, including security settings.

·Troubleshoot advanced networking issues involving Layer 2/3 switching, firewalls, and wireless systems.

·Design and deploy high-quality commercial-grade wireless infrastructure.

Qualifications:

·Minimum of 7 years of relevant experience in IT support, preferably within an MSP environment.

·Proficient knowledge of Windows OS and MS Office applications.

·Strong understanding of server architecture and networking principles.

·Experience with network management and monitoring tools (RMM, etc).

·Ability and willingness to proactively learn and adapt to new technologies.

·In-depth understanding of DNS, DHCP, and troubleshooting connectivity issues.

·Proficiency in Microsoft 365 environments, including tenant setup and maintenance.

·Familiarity with tools such as Auvik, Unifi, SonicWall/GMS, Threatlocker, Nessus, and SentinelOne.

·Knowledge of compliance standards (CMMC, NIST, PCI) is a plus.

·Advanced proficiency in maintaining Windows Active Directory.

·Expertise in routers, managed switches, and networking devices.

·Strong competence in managing Microsoft Server Operating Systems and Networks.

·Advanced knowledge of Microsoft Workstation Operating Systems and Applications.

·Intermediate knowledge of Microsoft Azure.

·Intermediate knowledge of Hyper-V and/or VMware virtualization.

·Demonstrated problem-solving skills for complex technical issues.

·Excellent communication skills, both written and verbal, with the ability to explain complex concepts clearly.

·Strong sense of ownership, initiative, and commitment to high-quality results.

·Ability to multitask, adapt to changes, and work under pressure.

·Willingness to develop professionally and train in related subjects.

·High level of confidentiality and ethical standards.

·Availability to work after hours and participate in an on-call rotation.

·Resourcefulness, strong problem-solving aptitude, and attention to detail.

·Strong organizational skills and self-motivation.

·Effective documentation skills and proficiency in using email for communication.

·Ability to maintain contact with clients until incidents are resolved.

·Strong customer relationship skills and the ability to build positive collaborations.

·Capability to lead a team and work with minimal supervision.

by Garegin Hakobyan