Technical Support Specialist
We are seeking a skilled and proactive Technical Support Specialist to join our dynamic team. In this pivotal role, you will play a vital part in delivering top-notch support to our clients, ensuring their business-critical operations remain operational, protected, and swiftly recoverable in the face of unforeseen disruptions.
As a trusted advisor, you will be the ultimate lifeline for businesses navigating through challenging circumstances. Your primary mission will be to ensure that our clients' systems remain secure and running smoothly, leveraging your expertise and passion for problem-solving to keep businesses thriving.
Key Responsibilities:
1. Perform incident triage and maintain ownership until resolved or escalated for further research.
2. Build ongoing relationships with customers.
3. Answer incoming support inquiries via various channels (Chat, phone, email, etc.).
4. Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
5. Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support.
6. Assist in interdepartmental projects to ensure target deliverables are met.
7. Develop a strong understanding of Kaseya customer requirements and processes.
8. Work with leadership to improve skill sets and career development opportunities.
9. Keep up to date with knowledge base articles and other product-related documentation.
10. Manage multiple tasks in a fast-paced environment with competing priorities.
11. Perform all other duties as assigned.
Requirements:
1. 3-5 years of Technical Support experience in the SaaS or Software industry.
2. Career experience in the Managed Service Provider (MSP) or Mid-Market Enterprise (MME) industry or delivering services to the MSP or MME industry preferred.
3. University degree in Information Technology, Computer Science, Information Systems, Software Engineering or Cyber Security preferred or equivalent experience.
4. Linux CLI experience, Office 365 and Google Workspace administration, understanding and writing SQL, API troubleshooting, browser dev tools / troubleshooting preferred.
5. Driven by learning new things and the ability to thrive in an environment filled with learning new technologies including virtualization, cloud computing, cyber security and more.
6. Computer literacy skills: Strong working knowledge of Networking, operating systems, configurations, hardware and SaaS applications, Windows administration, & basic Linux skills.
7. Proactive problem-solving skills and ability to manage several tasks at once.
8. Excellent written and spoken communication, motivated, and organized.
9. You have a great customer-oriented attitude and are motivated, coachable and competitive, and want a successful career in the IT space.
10. Must be able to work in a fast-paced environment with shifting priorities.
11. Must pay attention to detail.
What We Offer:
Join one of the fastest growing tech companies in the World. Earn a competitive compensation package that allows you to focus your attention on your passion in the heart of Sydney's emerging tech and financial scene.
If this sounds like the right career to fit your personality and interests, we're looking forward to meeting you.
Additional information:
We provide equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.