MSP Service Coordinator: Tickets, Scheduling & SLAs

qnectU IT Services Utah; South Africa; On-site; ZAR 312,000 - 391,000; Full time

Job summary

qnectU IT Services Utah is seeking a Service Coordinator based in South Africa to keep service operations organized, responsive, and moving. This role coordinates work around technicians, handles client calls, triages tickets, schedules and monitors calendars, and ensures requests progress from intake to completion.

Responsibilities include answering calls, dispatching tickets, coordinating on-site visits, monitoring SLA risk, and supporting weekly service metrics reporting.

Qualifications

• Minimum two years in technical support within an MSP environment.
• A+ and Network+ certifications or equivalent knowledge.
• Ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and basic networking.
• Experience using an RMM and PSA tools.

Responsibilities

• Answer incoming support calls and create accurate tickets.
• Triage and dispatch new tickets.
• Coordinate remote and onsite appointments and technician calendars.
• Monitor tickets for SLA risk and follow up as needed.
• Provide professional client communication and reporting support for weekly service metrics and dashboards.

Skills

MSP experience

Customer communication

Ticket triage

Troubleshooting Windows/macOS/AD

Education

A+ certification

Network+ certification

Tools

RMM

PSA

Job description

qnectU IT Services Utah is seeking a Service Coordinator based in South Africa to keep service operations organized, responsive, and moving. This role coordinates work around technicians, handles client calls, triages tickets, schedules and monitors calendars, and ensures requests progress from intake to completion.

Responsibilities include answering calls, dispatching tickets, coordinating on-site visits, monitoring SLA risk, and supporting weekly service metrics reporting.