Level 3 Desktop Technical Support (Microsoft)

This is an on-call work-from-home position. The number of raised customer support issues received in a week is less than 8 tickets. You must have at least 3 years of Technical Support work experience.

MUST BE A MICROSOFT CERTIFIED PROFESSIONAL and an expert in:
1. Office 365
2. OneDrive and Sharepoint
3. Providing technical support via remote access

Other responsibilities:
1. Attend to incoming ticket request which may be received on email/SMS/calls
2. Successfully resolve and close employee issues.
3. 0 to 1-hour response time.
4. Notify employees when their raised tickets will take time to be resolved.
5. Document and discuss complex employee tickets with the management team. Propose ways on how to resolve it.
6. Ensure the employee support tickets are properly tagged.

We are currently using the following:
1. Philippine-based WFH employees - 14
2. Sydney based employees - 4
3. Operating System - Windows 10 and Mac (1 user only)
4. Cloud computing software - Xero, MYOB, Receiptbank, others
5. Mail and correspondence - MS Outlook, Bria, Zoom, OneDrive, Sharepoint

SELECTION PROCESS:
1. Initial Interview with HR via Zoom
2. 2nd-level interview with CEO
3. Final Interview
4. Job Offer upon passing selection

Other requirements
1. Experience with Microsoft and Office 365
2. Experience with Cloud computing (Xero, MYOB, Receipt Bank)
3. Experience with Security
4. Ability to provide remote support
5. Must be proactive

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