Service Coordinator

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

Are you the kind of person who notices when something is about to fall through the cracks - and does something about it before it does? qnectU is a U.S.-based Managed Service Provider (MSP), and we are looking for a Service Coordinator based in South Africa to help keep our service operation organised, responsive, and moving. This is not a technical support role, and you will not manage technicians. You will coordinate the workflow around them - answering client calls, triaging and routing tickets, scheduling work, monitoring the service board, following up when progress stalls, and helping ensure requests move from intake through completion.

Responsibilities

• answer incoming support calls and create accurate tickets;
• triage and dispatch new tickets;
• coordinate remote and onsite appointments and technician calendars;
• monitor assigned, waiting, aging, and stalled tickets and act on SLA risk;
• provide professional client communication and reporting support for weekly service metrics and dashboards.

Requirements

• at least two years of experience in a technical support role within an MSP environment,
• A+ and Network+ certifications or equivalent knowledge,
• ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies,
• experience using an RMM and PSA,
• a valid driver's license and clean driving record for local client-site visits, and the ability to pass a background check.

Working hours align with U.S. business hours; regular schedule will therefore align with U.S. business hours and may include evening/night working hours in South Africa.

Compensation: R28,000 - R35,000 gross per month, depending on experience and direct alignment with the role.