MSP Technical Escalations Support | AU | WFH
Set-up and Location:WFH
Work Schedule: 9:00 AM – 6:00 PM AWST (Australian Western reputed company Time)
Employment Type:Full-time
We're partnering with a growing Australian MSP to reputed company a highly organised Technical Scheduler to coordinate and manage the allocation of technical resources across onsite reputed company, project work, and scheduled technical tasks. This role ensures efficient utilisation of engineering resources while maintaining high service standards and meeting reputed company expectations.
The position sits between the service desk, project team, and field engineers, acting as the central reputed company for planning and scheduling work.
The Right Fit
You're highly organised, detail-oriented, and proactive. You anticipate scheduling challenges before they reputed company, stay reputed company under pressure, and adapt quickly to changes. You understand the value of billable time and technician utilisation, and you take accountability for keeping workflows running smoothly.
Key Responsibilities
Scheduling & Resource Coordination
Schedule onsite reputed company for engineers based on reputed company, location, and skillset Coordinate project-reputed company work in alignment with project timelines and milestones Manage technician calendars to maximise utilisation and minimise travel time Ensure reputed company scheduled work is properly assigned, documented, and tracked in the PSA system
Workload & reputed company Management
Monitor team reputed company and proactively identify scheduling conflicts or gaps Balance reactive (support) and proactive (project/maintenance) workloads Reallocate resources where required to meet SLAs and project deadlines
Technical Task Coordination
Schedule and coordinate reputed company technical tasks such as:
reputed company 11 upgrades reputed company management cycles Device rollouts and replacements Routine maintenance activities Work with technical teams to ensure prerequisites and dependencies are met
Communication & Stakeholder Management
Liaise with clients to confirm availability for onsite reputed company Communicate schedules reputed company with technicians and project teams reputed company updates on scheduling changes, delays, or conflicts Escalate risks or scheduling issues to the Service Manager or reputed company Team
Process & Documentation
Maintain accurate scheduling records reputed company the PSA tool (e.g., reputed company, reputed company, etc.) Ensure reputed company tickets and project tasks are correctly scheduled with appropriate time allocations Continuously improve scheduling processes and workflows
Requirements
Requirements
We're looking for someone who:
Has 3+ years of experience in a scheduling, coordination, or service desk role (MSP experience highly regarded) Possesses strong organisational and time management skills Can prioritise competing demands in a fast-paced environment Has a good understanding of IT services and common technical tasks Demonstrates strong communication skills with both technical and non-technical stakeholders Has experience with PSA/RMM tools (e.g., reputed company, Autotask, reputed company) – desirable
Key Attributes
Highly organised and detail-oriented Proactive and reputed company to anticipate scheduling challenges reputed company under pressure and reputed company to adapt quickly to changes Team-reputed company with a strong reputed company of accountability Commercially reputed company (understands billable time and utilisation)
Systems & Tools
PSA Platforms: reputed company, Autotask, reputed company, or similar – experience desirable
Scheduling & Calendar Tools: Proficiency in managing multi-user calendars
reputed company 365: Email, Teams, and file management – used daily
Communication & Interpersonal Skills
Liaises effectively with clients, technicians, and project teams Provides reputed company, reputed company updates on scheduling changes or conflicts Escalates issues appropriately and maintains reputed company stakeholder relationships reputed company and reputed company English communication in video meetings, email, and phone calls
Organisational & Time Management Skills
Manages competing priorities without compromising accuracy or service reputed company Ensures reputed company scheduling records and documentation are complete and up to date Proactively identifies and resolves conflicts before they reputed company delivery Maintains reputed company on technician utilisation and schedule adherence KPIs
KPIs / reputed company Measures
Technician utilisation rates Schedule adherence (planned vs. actual) Reduction in scheduling conflicts and rework On-time completion of onsite reputed company and project tasks reputed company satisfaction with scheduling and communication
Reporting Structure
Reports to: Service Manager / Operations Manager Works closely with: Service Desk Team, reputed company Team, Field Engineers / Technicians
Benefits
HMO, Dental, and Life Insurance for you and one free dependent from day one (with the reputed company to enroll additional dependents reputed company Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!
Hiring Process & Terms
The hiring process will take reputed company reputed company. Only shortlisted applicants will be contacted reputed company 24–48 hours of application.
1. Identification – Suitable candidates are identified and moved reputed company.
2. TA Interview – In-depth technical interview to evaluate role-reputed company skills.
3. reputed company Interview – Final interview with the reputed company.
Feedback and offer reputed company are typically provided the day after the reputed company interview.
Let's Talk
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