Eastwood Libis, QC, PH

Senior IT Support Specialist

Position Summary:

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Responsibilities:

  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
  • Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.
  • Develop and lead new user IT orientation, onboarding, and training program.
  • Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.
  • Strong sense of ownership and accountability to identify tasks and see them through to completion.
  • Maintains knowledge base and works with management on creating/updating standard operating procedures.
  • Provide guidance and explain policies and procedures to IT support staff and end-users.
  • Schedule and proactively manage regular hardware and software upgrades for employees.
  • Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.
  • Work closely with Supervisor of Support Services on special projects.
  • Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.
  • Design and update IT products or services offering.
  • Install, test and configure personal computer devices, peripheral equipment and software.
  • Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.
  • Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.
  • Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.
  • Identify and implement improvements to procedures and processes.
  • Actively participate in change control meetings and system maintenance activities.
  • Performs other duties as assigned.
  • Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.
  • Mentor, train, and groom junior members in the support services team

Qualifications:

  • Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.
  • ITIL Processes Knowledge.
  • Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)
  • Capable of leading innovation initiatives, process improvement and standardization within the IT organization.
  • Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment
  • Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.
  • Hands on experience setting up and troubleshooting mobile devices.
  • Experience with Endpoint Client Security software.
  • Ability to pay attention to time management, as well as possessing analytical skills.
  • Ability to showcase good leadership skills to carry team members along.
  • Proficient in the English language (speaking, writing and comprehending).
  • Ability to work weekends if needed.

Supplemental Qualifications:

  • ITIL 4 Certification.
  • COMPTIA A+, or Network+, or Security+, or HDI Certification.
  • Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.
  • Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch
  • Help Desk oversight experience.
  • Project management experience.

by Carl Trinidad

Senior Bookkeeper / Accountant

Position Summary:

The Senior Bookkeeper / Accountant is responsible for overseeing all aspects of accounting operations for the company and its clients. This includes maintaining accurate financial records, processing payroll, managing accounts payable, and recording revenue transactions. The role also entails preparing and issuing financial statements, identifying process inefficiencies, and assisting with both month-end and year-end closing activities. The ideal candidate should have a strong understanding of GAAP, proficiency with QuickBooks Online, Microsoft Excel, and Appfolio Property Manager Software, and excellent communication skills to interact with US-based clients.

Job Details:

  • Work from Home
  • Monday to Friday | 3AM to 12NN EST
  • *Following PH Holidays

Responsibilities:

  • Record cash receipts and revenue transactions.
  • Enter bills and other expense transactions and manage accounts payable.
  • Calculate and process payroll for the organization and clients.
  • Collect and maintain accounting support documentation.
  • Prepare bank reconciliations and assist with month-end closing activities.
  • Determine and execute internal bank transfers to ensure timely payment of bills.
  • Identify and report erroneous transactions and discrepancies in the books.
  • Prepare and post journal entries, including complex entries for asset purchases and debt agreements.
  • Calculate variances from budget and report significant issues to management.
  • Prepare and issue financial statements for review by management and clients.
  • Export financial data to Excel for both simple and complex analysis.
  • Maintain or modify the chart of accounts as needed.
  • Provide clerical and administrative support to management, including ad-hoc tasks as requested.
  • Communicate with clients and provide ad-hoc assistance as needed.
  • Adhere to and uphold accounting policies and procedures.
  • Manage the annual audit process for clients, assembling necessary information for external auditors.
  • Assist with the clean-up of historical accounting data.
  • Meet regularly with client staff and leadership to update them on the financial position and present financial statements.
  • Reconcile sub-ledger accounts within the accounting system.
  • Communicate with clients regarding missing support documentation, ensuring timely follow-up.
  • Identify inefficiencies in existing processes and recommend improvements to enhance quality and efficiency.
  • Contribute to the design, development, and implementation of new or amended accounting systems, programs, and procedures.
  • Assist in rolling out new systems and processes, including identifying requirements, testing, training team members and clients, and implementing new applications.
  • Prepare and review non-standard reports such as cash flow statements, financial forecasts, and pro-forma reports.
  • Recommend, develop, and maintain key performance indicators (KPIs) for business performance tracking.
  • Complete year-end closing activities, including booking accrual and deferral journal entries, tying out debt, and booking depreciation expenses.
  • Undertake special projects and other duties as assigned by management.

Qualifications:

  • Minimum of 5 years of accounting experience, with at least 2 years in a full-charge bookkeeping role providing end-to-end services.
  • Thorough knowledge of Generally Accepted Accounting Principles (GAAP).
  • Proficiency with QuickBooks Online accounting software.
  • Strong skills in Microsoft Excel.
  • Proficiency in Appfolio Property Manager Software is strongly preferred.
  • Excellent interpersonal skills with the ability to communicate effectively with US-based clients.
  • Highly organized and capable of prioritizing tasks and managing multiple projects.
  • Ability to self-manage responsibilities and manage bookkeepers under supervision.
  • Strong attention to detail and the ability to validate and check work for accuracy.
  • Ability to meet deadlines and anticipate task completion requirements.
  • Excellent problem-solving skills and the ability to communicate complex financial data clearly to both management and clients.
  • Customer service orientation with the ability to provide professional client support.

by Carl Trinidad

Scheduling Specialist

Position Summary:

As a Scheduling Specialist, you will be instrumental in managing and coordinating the schedules of our caregivers. Your role is pivotal in ensuring the efficient operation of our childcare services, addressing last-minute schedule changes, and maintaining a seamless flow of communication with both caregivers and clients.

Job Details:

Work from Home

Possible Shifts: You must be comfortable with any of the shifts below.

  • 4 AM to 1 PM Manila Time
  • 9 PM to 6 AM Manila Time

*Note: Please be aware that these schedules are subject to change in the future, including the addition of weekend shifts as well as morning, midday, or night shifts. We are seeking individuals who can demonstrate flexibility in their availability.

*Following US Holidays

    Responsibilities:

    Staffing and Schedule Management:

    • Proactively manage and adjust caregiver schedules, addressing cancellations and last-minute changes to ensure adequate staffing levels.
    • Coordinate with caregivers to confirm their availability and assignments for upcoming shifts.

    Dashboard Oversight:

    • Maintain a clean and updated dashboard on our website, ensuring all shifts for the next day are confirmed and clearly displayed.
    • Manage the transition to the new interface, ensuring continuity in dashboard management.

    Communication and Coordination:

    • Efficiently communicate with caregivers, especially during off-hours, to address scheduling issues.
    • Liaise with clients to manage their expectations regarding caregiver availability and assignment consistency.

    Mileage Reimbursement Processing:

    • Handle the submission of mileage reimbursements, ensuring caregivers are compensated accurately and promptly.

    Client Interaction:

    • Communicate with clients, regarding caregiver availability and alternative options when preferred caregivers are not available.

    Reporting and Compliance:

    • Prepare and submit reports as needed, ensuring adherence to staffing and scheduling protocols.

    Qualifications:

    • At least 3 years experience in Customer Service, scheduling, staffing, or a similar role.
    • Excellent organizational and time-management skills.
    • Strong communication and interpersonal abilities.
    • Proficiency in using scheduling software and dashboards.
    • Ability to work independently and handle multiple tasks simultaneously.
    • Flexibility to respond to off-hours communications as needed.

    by Carl Trinidad