Technical Support Expert - Level 1

Sydney

Datto's Technical Support squad in Sydney provide first hand advice and product triage to our APAC MSP partners who are enhancing their businesses by using Datto’s product suite. Our team delivers a genuine, partner centric and consultative support experience with their thorough knowledge, knack for troubleshooting and passion for resolution and partner satisfaction

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners.

These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at www.datto.com

Does this sound like you?

You’re a self starter not afraid to own a problem - able to pick up new, complex information quickly and thrive in a fast paced environment where the customer’s experience is as important as the technical solve.

A Look Inside the Job:

  • Build ongoing relationships with Datto's managed service provider partners
  • Answer incoming support inquiries via various channels (chat, phone, email, etc.)
  • Perform incident triage and first resolution for partners utilising our BCDR solutions
  • Maintain ownership of incidents until resolved or escalated for further research
  • Maintain ticket backlog per Datto service level agreement
  • Partner with leadership and internal teams to improve skills and career development opportunities

About You:

  • A thirst for knowledge
  • Experience and with virtualisation, cloud computing, ZFS file systems, scripting, and Linux command line.
  • Strong organisational skills and an ability to prioritise tasks and workload
  • Strong written and verbal communication skills
  • Ability to work through and resolve complex partner challenges with patience and tact
  • Patience, a positive attitude, a team player and a good sense of humour

Bonus Points:

  • A University Degree in a Technology related field
  • Experience in an entry level technical customer support role

Note: Only candidates who are Australian Citizens or hold perm residency will be considered.

At Datto, we believe our employees are our greatest asset and offer all full-time employees a wide-ranging benefits package, including:

  • Generous paid time off policy
  • Free food, drinks, and fresh organic fruit
  • Charity match program
  • Private health cover
  • Education reimbursement

By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices

Datto is an equal opportunity employer.

Technical Support Expert - Level 1

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