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

    First Contact Resolution Focus:
  • Target First Contact Resolution rate of 90%
  • Aim to resolve tier 1 incidents without escalation wherever possible
    • Front of House (FOH) support:
  • Triaging incoming support calls
  • Incidents - creating tickets and providing immediate support
  • Requests – creating tickets and inputting them into the Dispatch Calendar
    • Working from the Dispatch Calendar, prioritising;
  • Incidents preventing users from working
  • Security incidents
  • Backup failures, and
  • Monitoring alerts
    • Back of House (BOH) support:
  • Accepting escalated tickets
  • New user onboarding
  • Contacting clients to confirm resolution
    • SLA Awareness and Time Sensitivity (ITIL Certification/Knowledge is highly regarded here):
  • Ensure all tickets are actioned and responded to within defined SLA timeframes
  • Escalate SLA risks proactively to maintain client trust and service quality
    • Client Education and Empowerment:
  • 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
    • New client onboarding:
  • With a focus on the Kaseya365 suite of products
    • Maintaining documentation
    Service delivery:
  • Identifying processes and procedures needing improvement, and implementing improvements
  • Monitoring for potential areas of client dissatisfaction and owning them through to resolution
    • Technology ownership:
  • Identifying learning opportunities and seeking to undertake available training
  • Being an escalation point for tickets requiring expert technological knowledgeProject support, as required.

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.
    • Tools/Systems Essential:
  • AutoTask
  • MS365 exposure essential
    • Tools/Systems Preferred/Nice to have:
  • Kaseya 365 suite
  • Onprem Microsoft products
  • Backup technologies
  • Antivirus technologies
  • Datto RMM
  • IT Glue for documentation
  • Networking /networking technologies exposure (good to have)
    • Soft Skills:
  • 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.