MSP Technical Escalations Support | AU | WFH

Set-up and Location:WFHWork Schedule: 9:00 AM – 6:00 PM AWST (Australian Western Standard Time) Employment Type:Full-time We're partnering with a growing Australian MSP to find a highly organised Technical Scheduler to coordinate and manage the allocation of technical resources across onsite visits, project work, and scheduled technical tasks. This role ensures efficient utilisation of engineering resources while maintaining high service standards and meeting client expectations.The position sits between the service desk, project team, and field engineers, acting as the central point for planning and scheduling work.The Right FitYou're highly organised, detail-oriented, and proactive. You anticipate scheduling challenges before they arise, stay calm 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 ResponsibilitiesScheduling & Resource CoordinationSchedule onsite visits for engineers based on priority, location, and skillsetCoordinate project-related work in alignment with project timelines and milestonesManage technician calendars to maximise utilisation and minimise travel timeEnsure all scheduled work is properly assigned, documented, and tracked in the PSA systemWorkload & Capacity ManagementMonitor team capacity and proactively identify scheduling conflicts or gapsBalance reactive (support) and proactive (project/maintenance) workloadsReallocate resources where required to meet SLAs and project deadlinesTechnical Task CoordinationSchedule and coordinate simple technical tasks such as:Windows 11 upgradesPatch management cyclesDevice rollouts and replacementsRoutine maintenance activitiesWork with technical teams to ensure prerequisites and dependencies are metCommunication & Stakeholder ManagementLiaise with clients to confirm availability for onsite visitsCommunicate schedules clearly with technicians and project teamsProvide updates on scheduling changes, delays, or conflictsEscalate risks or scheduling issues to the Service Manager or Projects TeamProcess & DocumentationMaintain accurate scheduling records within the PSA tool (e.g., ConnectWise, N-able, etc.)Ensure all tickets and project tasks are correctly scheduled with appropriate time allocationsContinuously improve scheduling processes and workflowsRequirementsRequirementsWe'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 skillsCan prioritise competing demands in a fast-paced environmentHas a good understanding of IT services and common technical tasksDemonstrates strong communication skills with both technical and non-technical stakeholdersHas experience with PSA/RMM tools (e.g., ConnectWise, Autotask, N-able) – desirableKey AttributesHighly organised and detail-orientedProactive and able to anticipate scheduling challengesCalm under pressure and able to adapt quickly to changesTeam-focused with a strong sense of accountabilityCommercially aware (understands billable time and utilisation)Systems & ToolsPSA Platforms: ConnectWise, Autotask, N-able, or similar – experience desirableScheduling & Calendar Tools: Proficiency in managing multi-user calendarsMicrosoft 365: Email, Teams, and file management – used dailyCommunication & Interpersonal SkillsLiaises effectively with clients, technicians, and project teamsProvides clear, timely updates on scheduling changes or conflictsEscalates issues appropriately and maintains professional stakeholder relationshipsClear and professional English communication in video meetings, email, and phone callsOrganisational & Time Management SkillsManages competing priorities without compromising accuracy or service qualityEnsures all scheduling records and documentation are complete and up to dateProactively identifies and resolves conflicts before they impact deliveryMaintains focus on technician utilisation and schedule adherence KPIsKPIs / Success MeasuresTechnician utilisation ratesSchedule adherence (planned vs. actual)Reduction in scheduling conflicts and reworkOn-time completion of onsite visits and project tasksClient satisfaction with scheduling and communicationReporting StructureReports to: Service Manager / Operations ManagerWorks closely with: Service Desk Team, Projects Team, Field Engineers / TechniciansBenefitsHMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependentsPaid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversaryEmployee Engagement Activities: Year-End Party, Family Day, Team Building, and more!Hiring Process & TermsThe hiring process will take place virtually. Only shortlisted applicants will be contacted within 24–48 hours of application.1. Identification – Suitable candidates are identified and moved forward.2. TA Interview – In-depth technical interview to evaluate role-related skills.3. Client Interview – Final interview with the client.Feedback and offer decisions are typically provided the day after the client interview.Let's TalkIf you're thinking "this sounds like me," it probably is. Click apply. We can't wait to meet you!

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