Activate JobCopilot
We are looking for motivated and dedicated individuals to join our team. If you’re eager to contribute your skills, grow professionally, and be part of a dynamic workplace, we’d love to hear from you.
Key Responsibilities
- Target First Contact Resolution rate of 90%
- Aim to resolve tier 1 incidents without escalation wherever possible
- Triaging incoming support calls
- Incidents - creating tickets and providing immediate support
- Requests – creating tickets and inputting them into the Dispatch Calendar
- Incidents preventing users from working
- Security incidents
- Backup failures, and
- Monitoring alerts
- Accepting escalated tickets
- New user onboarding
- Contacting clients to confirm resolution
- Ensure all tickets are actioned and responded to within defined SLA timeframes
- Escalate SLA risks proactively to maintain client trust and service quality
- A strong technician doesn’t just fix issues—you help reduce repeat tickets by educating users.
- Where appropriate, educate clients on best practices or self-resolution techniques to reduce the recurrence of common issues
- With a focus on the Kaseya365 suite of products
- Identifying processes and procedures needing improvement, and implementing improvements
- Monitoring for potential areas of client dissatisfaction and owning them through to resolution
- Identifying learning opportunities and seeking to undertake available training
- Being an escalation point for tickets requiring expert technological knowledgeProject support, as required.
First Contact Resolution Focus:
Front of House (FOH) support:
Working from the Dispatch Calendar, prioritising;
Back of House (BOH) support:
SLA Awareness and Time Sensitivity (ITIL Certification/Knowledge is highly regarded here):
Client Education and Empowerment:
New client onboarding:
Maintaining documentation
Service delivery:
Technology ownership:
Required Experience/Skills
- Experience/Role Requirements:
- Minimum of 3 years of experience supporting organizations in a similar role.
- Highly proficient in tools such as AutoTask, Datto RMM, remote management tools, and IT Glue.
- Familiarity with IT service management tools for ticket logging and escalation.
- Certification in ITIL Framework is also highly regarded
- Demonstrated ability to accurately log and maintain data in ticketing systems and adhere to internal workflows.
- AutoTask
- MS365 exposure essential
- Kaseya 365 suite
- Onprem Microsoft products
- Backup technologies
- Antivirus technologies
- Datto RMM
- IT Glue for documentation
- Networking /networking technologies exposure (good to have)
- Strong verbal and written communication skills – this is a client facing role (the candidate is expected to be a strong confident communicator): Demonstrated exceptional verbal and written communication skills when engaging with clients.
- Excellent customer service skills with a user-focused approach - Maintains a professional, empathetic, and solutions-oriented manner in all client interactions.
- Excellent Phone Etiquette.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong problem-solving and troubleshooting abilities
- Ability to solve issues on first touch point
- Ability to work collaboratively with resolver teams and escalate issues appropriately.
Tools/Systems Essential:
Tools/Systems Preferred/Nice to have:
Soft Skills:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Your email job alert is now active!
