Lead Automation Specialist

The Lead Automation Specialist, internally recognised as the "Knight," is a pivotal senior technical resource within our support team. Knights are distinguished by their ability to address a wide spectrum of technical issues, from routine fixes to complex problems that require deep technical insight. Their role involves directly engaging with our platform's technical challenges to ensure optimal functionality and client satisfaction.

Key Responsibilities:

1. Comprehensive Problem Solving: Address a broad range of technical issues, ensuring all client concerns are resolved efficiently, from straightforward fixes to complex system errors.

2. Technical Mastery and Resource Coordination: Utilise extensive knowledge of our systems to diagnose issues and coordinate resources effectively to resolve them.

3. Mentorship and Guidance: Serve as a technical mentor to less experienced team members, enhancing their ability to manage both routine and complex tasks.

4. Client Interaction: Provide expert advice and support directly to clients, ensuring their needs are met and their understanding of our solutions is clear.

5. Quality Assurance and Oversight: Maintain high standards of technical performance, ensuring that solutions are robust and reliable.

6. Innovation in Problem Resolution: Identify and implement innovative approaches to enhance problem-solving efficiency and effectiveness.

7. Documentation and Knowledge Management: Develop and maintain comprehensive documentation for internal systems and procedures, ensuring that information is accurately recorded and accessible for training purposes.

8. Continuous Improvement: Design and deliver training sessions to internal team members to ensure widespread knowledge and consistent application of best practices within our technical operations.

Qualifications / Requirements

• Professional Experience: Minimum of five years of experience in an MSP environment, adept at handling a wide range of technical issues.

• Technical Skills: Advanced proficiency in PowerShell or Python. Experience with PSA and RMM tools essential; familiarity with Jinja is advantageous.

• Personal Attributes: Strong analytical and problem-solving skills, ability to handle multiple tasks under pressure, and a keen attention to detail.

• Desirable Qualities: Proven track record of successfully resolving a variety of technical problems in a support role, with a commitment to continuous learning and improvement.

• Automation Tool Proficiency: Experience with automation platforms such as Microsoft Power Automate, ServiceNow, n8n, or Zapier is highly desirable, demonstrating an ability to adapt and implement various automation solutions effectively.

Pre-Application Requirements / What Happens Next?

1. Culture Index Survey: Complete a brief survey to help us understand your alignment with our company values and culture.  Survey Link
2. Technical Assessment: Participate in a technical skills test relevant to the Implementation Specialist role. Technical Test
3. Application Submission: Submit your CV and a cover letter outlining your suitability for the role.
4. Interview Process: If selected, participate in a maximum of two interviews to discuss your experience, skills, and understanding of our platform. We are strong believers that the interview process is there for both sides of the table.
5. Final Evaluation: Successful candidates will undergo reference checks and final evaluations before the offer stage.
6. Onboarding: Once hired, you will receive comprehensive training to prepare you for success as a Guardian on our team.