Administration Specialist/ Ticket Dispatcher with L1 Tech Background

An Australian IT MSP (IT Managed Service Provider) is currently in need of an Administration Specialist/ Ticket Dispatcher who has an L1 tech background.

We're looking for someone who understands technical requests from clients and is able to translate them into detailed support requests in our ticketing system.

Additionally, this person should be able to handle simple L1 tasks when needed and assist with documentation creation or updates as instructed by senior techs. Our tools of choice are Autotask for ticketing and ITGlue for documentation.

L1 Tech Support
Understand, troubleshoot and fix small issues on the phone
Respond to customer inquiries
Identify customer issues and diagnosing the root of the problem
Provide basic troubleshooting and guidance to customers in resolving their issues
Answer FAQs related to products or services, features, account setup, billing inquiries, or general usage questions
Log customer interactions and create support tickets for tracking purposes
Escalate unresolved issues or complex problems to higher-level support tiers (e.g., L2 or L3 support) when necessary
Liaise and work with IT engineers on open tickets for faster resolution and completion
Dispatch tickets to engineers

Administration
Review, update and streamline existing processes on the Autotask
Assist with lagging tickets’ completion process by confirming with users that issues are fixed so tickets can be approved and posted as complete
Assist with end of month billing
Assist with updating and auditing subscriptions for customers and the billing department
Assist with onboarding of a new client journey
Assist account managers with sales
?Establish a process for new customers and outgoing/ canceled customers

Software used:
Autotask
IT Glue
Xero
MS Teams

This is a full time remote job working in the Australian time zone.
Very competitive package.

To apply, please fill out the google form with links to your voice recording telling us why you are the right fit for the job. Upload your CV as specified on the form - Upgrade to see actual info

Applications outside of the form will not be entertained.