Systems Support Specialist L2/L3

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.