Technical Support Expert - Level 1 - RMM

Sydney

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. 

Collaboration, teamwork, open communication, and transparency are vital to our success. Datto motivates and empowers our employees to grow through professional development, training opportunities, and internal promotions. Comprehensive health care packages and education reimbursement are just a few of our benefits.  

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 RMM 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:

  • 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
  • A thirst for knowledge
  • 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

Datto - A little more!

Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. Datto supports our partners 24/7/365. This commitment is a value at the core of every role in every office, always doing the right thing, and putting our customers first.

Our Benefits

At Datto, we’re committed to cultivating a healthy, positive and growth enabling environment. We are proud of our wide ranging benefits package which is available to all full-time employees, including:

  • “Datto University” on-boarding program
  • Private health insurance
  • EAP (Employee Assistance Program)
  • Income protection
  • LinkedIn Learning
  • Headspace App
  • Employee Resource Groups (Datto Culture, Datto Familia, Datto Pride, Women in Tech)
  • Charity match program
  • Education reimbursement

Datto is an equal opportunity employer. 

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.

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

Agencies please note: This recruitment assignment is being managed directly by our internal talent team. We will certainly reach out to our external partners if we require additional talent options. Your respect for this process is appreciated.

Technical Support Expert - Level 1 - RMM

Demographic Questions

Individuals seeking employment at Datto are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. In order to track the effectiveness of our recruiting efforts and ensure we consider the needs of all our employees, please consider answering the following questions.

Completion is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter and any information that you do provide will be recorded and maintained in a confidential file.

Your responses to any of the following questions will be anonymized and only used to improve Datto’s diversity and inclusion initiatives. These responses will not be used / reviewed in connection with your application for employment.

I identify my gender as:

I identify as transgender:

I consider myself a member of the LGBTQ+ community

I identify my sexual orientation as:

I identify my ethnicity as:

Veteran status:

I have a physical disability:

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