Operations Coordinator

About the position

We are looking for a seasoned Operations Coordinator with some technical skills for a busy MSP in the IT sector. You will be joining our team in either Cape Town, or Johannesburg and working remotely with resources across the globe. You will also need to be well spoken to articulate yourself accordingly on this international stage with a friendly demeanour and lots of patience to keep the clients happy. Any experience with improving operations will also be vital.

Please note, this is an office-based role and the working hours may vary, but it is most a night shift position. The current working hour are 15:00 - 00:00.

You will be managing a service desk and dealing with customers and technical resources via phone, email, and Teams. You need to have previous experience in similar roles where you dealt with all the associated administration duties, coordinating jobs, and dealing with both clients and technical resources on a high level. Candidates who can provide Tier 1 support will be favoured, but this is mostly a Helpdesk Coordinator position, rather than a technical position.

You will be administrating a ticket management system with built-in remote monitoring and management (RMM) capabilities. You will be expected to understand these systems well enough to assist with improving them to facilitate operational excellence.

Qualifications Requirements:

• Matric or equivalent
• A+, N+ or equivalent
• Diploma or Degree in Technology sector (beneficial)

Experience Required:

• Previous exposure to a ticketing system such as ConnectWise or Autotask.
• Must be very comfortable on the phone and email with the ability to articulate yourself professionally.
• Need experience with identifying and improving operational challenges.
• Must have advanced skills on Microsoft Office application such a Excel, Teams, Word and Outlook and SharePoint.
• A good technical understanding of basic troubleshooting for Windows operating systems.
• Good knowledge of the Microsoft 365 platform.
• Basic understanding of networking and familiar with switches, firewalls, routers, Wi-Fi.
• Basic understanding of Active Directory for managing users.
• Basic knowledge of Group policy, DHCP, DNS and permissions

Please contact us if you feel you have what it takes to support our global customers.

Please note - When you apply for this position, we will do various background checks, including references and criminal history.

Desired Skills:

• Windows
• Azure
• Active Directory
• Networking
• Help Desk Support
• Operations Management

Desired Work Experience:

• 5 to 10 years

Desired Qualification Level:

• Diploma