Level 2 IT Support

Overview of the Role

The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.

Main duties include

• Provide timely and effective technical support to end-users via email, chat, or in-person.
• Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
• Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
• Monitor system performance and ensure compliance with security policies and procedures.
• Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
• Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs)
• Document technical procedures, troubleshooting steps, and solutions for knowledge sharing and future reference.
• Provide training and guidance to end-users on IT best practices, security protocols, and efficient use of technology resources.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2-3 years of experience in IT support or related roles.
• Strong technical skills in troubleshooting hardware, software, and network issues.
• Proficiency in operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite).
• Familiarity with the ITIL framework and best practices in incident management and service delivery.
• Excellent communication skills with the ability to convey technical concepts to non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• Electricity & Data subsidies

25K Educational Assistance

• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM
• Additional details will be discussed during the Job Offer stage.
• Visit website

ABOUT US

VBP is an Australian company with operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 260 of the most innovative and disruptive financial services firms across Australia.

Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.

HOW WE STARTED

In 2013, VBP embarked on a visionary journey to transform how advice is delivered in Australia. From humble beginnings, we steadily evolved and embraced an open book management system by adapting the Great Game of Business in February 2021, and in the same year, we secured our first Great Place To Work certification.

Expanding our reach became a defining theme in our journey. In July 2022, we proudly celebrated the achievement of 1000 dedicated Team Members.

We have offices in Cebu and in Cagayan de Oro, with our third and newest office launched last August 2023 at JEG Tower. 2023 marks a pivotal moment for our business as we completed the strategic acquisition of Elixir Consulting, strengthening our position in the Australian Consulting space and supporting our expanded service offering. We also won our GGOB Healthy Company Award, maintained our GPTW certification and ISO certification, and became a certified B Corporation.

These milestones reflect not only our commitment to growth but also the vibrant community we’ve fostered, laying the foundation for a remarkable legacy as expert growth partners for Australian financial services firms.

WHAT WE OFFER

we have a deep understanding of the everyday challenges and insights into the strengths of enterprises we encounter. At VBP, we specialise in enhancing operational efficiencies and addressing cost-to-serve challenges for financial services firms. Our focus revolves around four key service:

Accounting, Bookkeeping, and Report Management

Financial Planning Assistance

Mortgage Broking Assistance

Paraplanning

In addition to these core services, we offer tailored business consulting services to optimise back-office operations across these four critical areas. With its offers and services, VBP aims to streamline Australian financial service firms’ operations and elevate their business to the next level.

To learn more about us, visit http://vbp.au.

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