Remote
South Africa
Full-Time / Permanent
8:00 AM - 5:00 PM (Mountain Time)
JOB DETAILS
JOB DETAILS
Job description
Are you tired of working somewhere that has you doing the same thing every single day?
Are you looking to grow, not just collect a paycheck?
Do you want to be part of something bigger than fixing computers?
If you said yes to all three, keep reading. If you are happy where you are, this may not be for you, and that is fine.
The Problem with Most Tech Jobs
You know the drill. You show up. You work the queue. The same printer issues. The same password resets. The same clients asking the same questions because nobody documented the solution the first time.
The tools may be outdated or inconsistently configured. Processes exist, but they are not always followed. Too much depends on whoever happens to be available, and good ideas often get lost in the urgency of the day.
You are busy, but you are not necessarily growing.
And when you try to do things right—documenting a fix, identifying a recurring issue, or suggesting a better way to handle something—it may not go anywhere because there is no consistent process for turning improvements into action.
Eventually, people stop trying. The company stays stuck, and so do you.
That is not what we are building at qnectU.
What Makes This Different:
We believe a strong MSP should run on clear systems, shared standards, and personal accountability.
We have established processes for how work is received, assigned, escalated, documented, and reviewed. We also recognize that a growing company must continue refining those systems as the team, client base, and complexity of the work increase.
We are not claiming that every process is perfect or that every answer already exists in a document. What we can offer is a company that takes operational improvement seriously and is actively working toward greater consistency, stronger documentation, and clearer expectations across the team.
You will have structure to work within, experienced people to learn from, and the opportunity to help improve the systems you use every day.
That means two things for you:
You’ll know what is expected. We have defined workflows, service standards, and escalation paths designed to keep work moving and reduce unnecessary confusion. You will not be expected to figure everything out alone.
You’ll have a voice in making things better. When a process is unclear, documentation is missing, or the same problem keeps happening, we want you to speak up and help improve it. Strong systems are not created once and forgotten. They get better because the people using them contribute what they learn.
What You Will Do:
You are a Tier 2 technician. That means you handle work that the front line could not resolve during the initial troubleshooting process—not because they are bad at their jobs, but because some problems require more time, experience, or a different approach.
Your day will include escalated tickets, scheduled technical work, client communication, documentation, and occasional on-site visits.
You’ll dig into problems and determine what is actually happening (not just what the user believes is happening). You’ll troubleshoot the issue, identify the root cause when possible, implement the appropriate solution, and document what you did.
When the same issue is likely to happen again, you will help turn the solution into useful internal documentation.
When a problem is too large or complex to remain a support ticket, you’ll identify it as potential project work so it can be properly scoped and scheduled instead of remaining open indefinitely.
Most support is handled remotely, but some situations require an on-site visit. You won’t be stuck at a desk all day, and you won’t be on the road all day either.
You talk to clients like a human being. You explain what happened, what you did, and what they should expect next. You won’t hide behind jargon or disappear after the fix. You close the loop.
You will also:
Contribute to and improve our internal knowledge base
Follow established service workflows and technical standards
Help identify opportunities to strengthen documentation and processes
Support client onboarding by deploying tools, verifying configurations, and assisting users
Participate in team reviews focused on service quality, recurring issues, and operational improvement
Share knowledge with other technicians and collaborate on difficult problems
Take ownership of your continued technical and professional development
Help create a more consistent experience for both clients and fellow team members
What You Need to Have:
The Non-Negotiables
At least two years of experience in a technical support role within an MSP environment
A+ and Network+ certifications, or equivalent knowledge and experience
The ability to troubleshoot Windows, macOS, Microsoft 365, Active Directory, and foundational networking technologies such as DNS, DHCP, VPNs, and firewalls
Previous experience using an RMM and PSA, along with an understanding of why accurate ticketing and tool usage matter
A valid driver’s license and a clean driving record for local client-site visits
The ability to pass a background check
What Will Set You Apart
You appreciate structure but are also willing to help improve it
You document your work because you understand that a fix is more valuable when the rest of the team can learn from it
You notice recurring issues and look beyond the immediate ticket for a longer-term solution
You communicate technical information to non-technical people without making them feel uncomfortable or uninformed
You are comfortable asking questions, receiving feedback, and admitting when you do not know something
You can follow an established process without needing step-by-step instructions for every situation
You are more interested in solving the problem and strengthening the team than in being seen as the hero who fixed it
You take ownership of your work and follow through until the issue is fully resolved
What You Get:
Pay: $28–$32 per hour, depending on experience, certifications, and what you bring to the role.
Benefits: Medical and dental insurance, holiday pay, and paid time off.
Hours: 8:00 AM to 5:00 PM, in-office, with local client-site visits as needed.
You will be joining a growing company that has established systems and standards while continuing to improve how it operates.
You will receive direction, onboarding, and support. You’ll also be expected to ask questions, take ownership of your learning, and contribute to the continued improvement of the team.
We are building a company where good work is repeatable, expectations are clear, and people have room to grow as the business grows. We are not finished—and we do not expect a growing company ever to be—but we are intentional about where we are going and how we plan to get there.
Equal Opportunity Employer
qnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.
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.
Our technicians own the technical work. You help own the flow of the work.
What You'll Be Responsible For
Client calls & ticket intake: Answer incoming support calls promptly and professionally, create accurate tickets, gather the information needed for triage, set expectations, and recognise urgent, outage, security, or high-impact situations. You are not expected to troubleshoot on the phone.
Triage & dispatch: Review new tickets, confirm they are actionable, assess impact and urgency, verify the appropriate priority, and route work to the correct technician, queue, or service path. Escalate exceptions instead of guessing.
Scheduling & coordination: Coordinate remote and onsite appointments, manage technician calendars, balance skill, urgency, client availability and capacity, and adjust schedules when priorities change.
Board health & follow-through: Monitor assigned, waiting, aging, and stalled tickets; watch SLA risk; act on client responses; follow up with technicians or clients; and make sure every open ticket has a clear next step.
Client communication: Provide clear, professional updates about scheduling, delays, information needed, and next steps. Clients should not have to chase us simply to find out whether their request is still being handled.
Reporting support: Assist management with accurate weekly service metrics and dashboards such as ticket volume, backlog, aging, SLA performance, triage/dispatch results, escalations, and scheduling capacity. You help make performance visible; management owns managing the team.
What We're Looking For
Highly organised and detail-oriented, with the ability to manage many moving pieces without losing track of them
Clear, professional written and spoken English and confidence speaking with U.S.-based clients by phone
Proactive follow-through - comfortable asking for updates when something has not happened as expected
Good judgment when prioritising competing requests by impact and urgency
Comfortable working in queues, calendars, dashboards, ticketing systems, and process-driven workflows
Calm when priorities change and willing to make reasonable decisions within an established process
Accountable: if you own a process, you see it through rather than assuming someone else handled it
Experience That Would Make You Stand Out
Directly relevant experience matters more to us than a particular job title. Helpful experience includes:
MSP, IT service coordination, service desk coordination, IT dispatch, helpdesk coordination, or technical scheduling
PSA/ticketing platforms such as Autotask, ConnectWise, HaloPSA, ServiceNow, or similar
Managing a busy service board, technician calendars, SLAs, or field/technical resources
Supporting U.S. or international clients and working remotely during U.S. business hours
Technical knowledge is helpful because it makes triage and routing easier, but this is not a technician position. We are hiring for coordination, communication, organisation, judgment, and follow-through.
Working Hours
This role is based in South Africa but supports qnectU's U.S.-based service operation. Your regular schedule will therefore align with U.S. business hours, which means evening/night working hours in South Africa. Please apply only if this can be a sustainable part of your normal routine.
Compensation
R28,000+ gross per month, depending on experience and direct alignment with the role.
Candidates toward the upper end of the range will generally bring strong MSP/service coordination experience, PSA familiarity, experience supporting U.S. or international clients, and the ability to independently manage ticket flow, scheduling, follow-up, and service-board ownership. For an exceptional candidate whose experience closely matches what we need, there may be some flexibility beyond the advertised range.
What Success Looks Like
Calls are answered and legitimate support requests become accurate tickets
New tickets are triaged promptly and priorities make sense
Work reaches the right resource and calendars remain realistic
Waiting, aging, stalled, and SLA-risk tickets are noticed and acted on
Clients receive appropriate updates without having to chase for basic status
The service board accurately reflects what is happening and what should happen next
You will receive structured onboarding and training, with the expectation that by approximately 30 days you can independently manage normal day-to-day service coordination while knowing when an exception needs to be escalated.
About qnectU
qnectU is a U.S.-based Managed Service Provider supporting small and mid-sized businesses with IT, cybersecurity, cloud, and voice services. We have documented processes and clear expectations, while continuing to improve how we work as we grow. We value people who can follow a process, notice gaps, communicate clearly, and bring forward useful improvements rather than quietly working around problems.
If you enjoy organisation, accountability, communication, and making sure things get done, we would like to hear from you.
Innovation
Fresh, creative solutions.
Integrity
Honesty and transparency.
Excellence
Top-notch services.