MSP Technical Escalations Support | AU | WFH

Category: Technology

Location: Pasig Central Post Office National Capital Region (Manila) Philippines

Set-up and Location:WFH Work 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 organisedTechnical 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 Fit You'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 Responsibilities Scheduling & Resource Coordination

• Schedule onsite visits for engineers based on priority, location, and skillset

• Coordinate project-related work in alignment with project timelines and milestones

• Manage technician calendars to maximise utilisation and minimise travel time

• Ensure all scheduled work is properly assigned, documented, and tracked in the PSA system

Workload & Capacity Management

• Monitor team capacity and proactively identify scheduling conflicts or gaps
• Balance reactive (support) and proactive (project/maintenance) workloads
• Reallocate resources where required to meet SLAs and project deadlines

Technical Task Coordination Schedule and coordinate simple technical tasks such as:

• Windows 11 upgrades
• Patch management cycles
• Device rollouts and replacements
• Routine maintenance activities
• Work with technical teams to ensure prerequisites and dependencies are met

Communication & Stakeholder Management

• Liaise with clients to confirm availability for onsite visits
• Communicate schedules clearly with technicians and project teams
• Provide updates on scheduling changes, delays, or conflicts
• Escalate risks or scheduling issues to the Service Manager or Projects Team

Process & Documentation

• Maintain 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 allocations
• Continuously improve scheduling processes and workflows

Requirements

Requirements We'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 skills
• Can prioritise competing demands in a fast-paced environment
• Has a good understanding of IT services and common technical tasks
• Demonstrates strong communication skills with both technical and non-technical stakeholders
• Has experience with PSA/RMM tools (e.g., ConnectWise, Autotask, N-able)
• desirable

Key Attributes

• Highly organised and detail-oriented
• Proactive and able to anticipate scheduling challenges
• Calm under pressure and able to adapt quickly to changes
• Team-focused with a strong sense of accountability
• Commercially aware (understands billable time and utilisation)

Systems & Tools PSA Platforms: ConnectWise, Autotask, N-able, or similar

• experience desirable Scheduling & Calendar Tools: Proficiency in managing multi-user calendars Microsoft 365: Email, Teams, and file management

• used daily Communication & Interpersonal Skills

• Liaises effectively with clients, technicians, and project teams

• Provides clear, timely updates on scheduling changes or conflicts

• Escalates issues appropriately and maintains professional stakeholder relationships

• Clear and professional English communication in video meetings, email, and phone calls

Organisational & Time Management Skills

• Manages competing priorities without compromising accuracy or service quality
• Ensures all scheduling records and documentation are complete and up to date
• Proactively identifies and resolves conflicts before they impact delivery
• Maintains focus on technician utilisation and schedule adherence KPIs

KPIs / Success Measures

• Technician utilisation rates
• Schedule adherence (planned vs. actual)
• Reduction in scheduling conflicts and rework
• On-time completion of onsite visits and project tasks
• Client satisfaction with scheduling and communication

Reporting Structure

• Reports to: Service Manager / Operations Manager
• Works closely with: Service Desk Team, Projects Team, Field Engineers / Technicians

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Hiring Process & Terms The 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.

1. TA Interview

• In-depth technical interview to evaluate role-related skills.

1. Client Interview

• Final interview with the client. Feedback and offer decisions are typically provided the day after the client interview. Let's Talk If you're thinking "this sounds like me," it probably is. Click apply. We can't wait to meet you!

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