Product Support Expert - Level 1 RMM

Job Description

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. Whether it's on one of our sport teams, monthly happy hours, or other company functions; work hard play hard is not just a cliché here. Comprehensive health care packages, fitness and education reimbursement are just a few of our benefits.

The Opportunity

Datto's Technical Support squad in Sydney provide first hand advice and product triage to our APAC MSP partners who are enhancing their businesses by using Datto’s Remote Monitoring solution. Our team delivers a genuine, partner centric and consultative support experience with their thorough knowledge, knack for troubleshooting and passion for resolution and partner satisfaction.

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

• Answer incoming support inquiries through various channels (Chat, phone, email, etc.)
• Develop a strong technical and business expertise of all Datto products
• Support our partners with level 1 technical enquiries relating to our Remote Monitoring Management solution (RMM)
• Perform incident triage and first resolution
• Maintain ownership of incidents until resolved or escalated for further research
• Create articles for our customer-facing knowledge base

About You

• Motivated by learning new things and grow in an environment filled with learning new technologies including virtualisation, cloud computing, ZFS file systems, scripting, and Linux command line
• 1-3 years of Product Support or related work experience
• You know how to juggle tasks
• Computer literacy skills: Basic Networking knowledge, Experience configuring routers/switches and basic networks, Knowledge of Windows operating system, basic configuration, hardware, RAID, file sharing, and VSS aware backup
• You excel at working through difficult or stressful customer issues
• You can approach support issues from a training perspective if needed
• Patience, positive attitude, noticing the little things, being a thoughtful team player and a good sense of humour are a must!

Bonus Points

• A University Degree in a technology related field, ideally with a Networking major

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.

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:

• Virtual “Datto University” onboarding program
• Health Insurance
• Income Protection
• Free food, drinks, and fresh organic fruit
• Charity match program
• Education reimbursement
• An amazing culture that celebrates individuality

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.

(AU Only) 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.