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KBF is built differently. With an entrepreneurial mindset combined with deep technical experience, KBF is a trusted partner and recognized leader in tax, audit, and advisory services.

Since day one, our growth has been rapid, requiring exceptional professionals that bring both technical skill and strategic vision to the table. Our culture combines the energy and flexibility of a start-up with the opportunity to develop and advance a career based on your strengths and interests.

KBF is currently seeking a KBF IT Systems Specialist III for our Philippine team.

The KBF IT Systems Specialist III will provide telephone, email, real-time, or online technical support and problem resolution for end users, and keep end-users informed of any significant problems, delays, or downtime. The ideal candidate for this position will be an 'IT generalist' with a broad range of IT experience in troubleshooting help desk issues, Windows server/network administration, and IT project work such as hardware refreshes. The IT Systems Specialist III is responsible for diagnosing end-user problems in real time, including problem recognition, isolation, research, and resolution steps. Candidates should have the ability to resolve basic issues quickly while managing more complex problems in a timely and efficient manner. The qualified candidate will possess in-depth knowledge of Microsoft Windows Operating Systems, and Microsoft Office 365 and will have experience with network troubleshooting. Prior accounting experience is also helpful. This is a night shift position, such as 9 a.m.– 5 p.m. Pacific Time, to support US operations. This position is for Philippine-based applicants only. 

Responsibilities

• Receipt, evaluation, prioritization, and support for incoming requests from end users experiencing problems with hardware, software, network, telephone, and other IT-related issues.

• Query end users to collect information regarding the problem and lead them through basic diagnostic steps to determine the issue’s root cause.

• Accurately record information in the trouble ticket system (Zoho Desk) and monitor the progress of issues through resolution. Document each interaction or attempted interaction in the system. In some cases, escalating helpdesk issues to third-party vendor support may be necessary.

• Ensure all end-user issues are addressed and resolved within a reasonable timeframe to meet or exceed established service level agreements (SLAs).

• Provisioning new users on various systems, such as Microsoft Windows and Azure, as well as third-party applications.

• Provisioning laptop hardware for new users.

• Analyzes user requirements and implements systems to meet business needs. Evaluates technology and solutions as needed.

• Analyzes systems and processes to increase productivity and efficiency, and presents recommendations to management or higher-level technical staff. Fine-tune systems to optimize performance based on feedback and monitoring.

• Monitors back-ups of systems and restores files as needed.

• Consults with vendors as needed to implement new systems.

• Upgrades aging user equipment on established hardware refresh cycles.

• Maintains IT inventory and asset tracking.

• IT project work as assigned (such as application, server, or network upgrades).

• Participate in new user onboardings and orientations to assist with initial user setup issues.

*Technical Skill Development   *

• Stay current on changes within the profession and business environment. 

• Work and maintain KBF’s various IT systems.

• Continuously work toward goals and objectives established in your Professional Development Plan. 

• Collaborate with IT Leadership to devise and implement strategic operations improvements.

Experience, Abilities and Skills

Customer Service:

• Ability to maintain a calm and professional demeanor when dealing with end users who may be frustrated or not tech-savvy.

• Can listen and interpret user complaints into meaningful descriptions for quick diagnosis & resolution.

• Customer-oriented and committed to the resolution of end-user issues.

Individual Attributes:

• High levels of personal integrity

• Committed to excellent customer service

• Self-motivated

• Sense of urgency that applies to all assigned tasks

• Able to work in a team-based, collaborative problem-solving environment

• Work well with a high level of independence and minimal supervision based on established processes

• Strong analytical and logical problem-solving skills

• Can multi-task and adapt to fluid situations

• Excellent verbal and written communication

• Strong attention to detail

Business:

• General understanding of the accounting field and how to apply available technologies to business goals

• Microsoft 365/Azure

• Microsoft Windows operating systems (Windows 11/Windows Server 2022)

• Microsoft Windows System Administration (such as Active Directory/DNS/DHCP)

• Microsoft Windows Network Administration (TCP/IP, LAN/SDWAN/VPN)

Additionally, experience in the following areas is preferred:

• Microsoft Azure components like Intune endpoint management and Autopilot

• Microsoft SharePoint

• Cisco switch/routing/VPN, Cisco Meraki

• Zoho Desk/Zoho Assist

• Cybersecurity, Security information, and event management (SIEM)

• Facilities experience as it relates to IT, such as power, cooling, data centers, etc.

Qualifications

• Degree in Information Technology or a related field, or relevant technical certifications is preferred.

• Minimum of 5 years of experience in an IT technical support role.

• Periodic after-hours, weekends/emergency work may be required due to the nature of IT.

• Ability to work the night shift, such as 9 a.m.–5 p.m. Pacific Time to support US operations.

• Willing to work in Metro Manila/National Capital Region.

• This position is for Philippine-based applicants only.

• Temporary work-from-home arrangement.