The Automation Specialist, known within our team as the "Padawan". Padawans are integral to our daily operations, handling a variety of tasks from routine support queries to more involved technical issues under supervision. This role serves as a foundational stage for learning and growth within our technical teams, with the potential to advance to more specialised roles such as Knight, Sentinel, or even Master of the New Republic Support team.

Key Responsibilities:

1. Initial Response and Issue Resolution: Respond to client queries in platforms like Discord, ensuring quick and accurate solutions to low and medium priority tickets.
2. Shadowing and Learning: Spend significant time shadowing senior team members like the Knights, learning from their techniques, solutions, and insights.
3. Documentation: Assist in the creation and maintenance of documentation for resolved issues, ensuring knowledge is captured and accessible.
4. Client Interaction: Develop skills in client communication and support, understanding client needs and helping to provide clear explanations of our solutions.
5. Technical Skill Development: Engage in ongoing learning and training sessions to enhance technical skills utilising Rewst.
6. Support Team Collaboration: Work collaboratively within the support team to learn best practices and contribute to team objectives.

Qualifications / Requirements

• Professional Experience: At least two years of experience in an MSP environment, with exposure to technical support tasks.

• Technical Skills: Basic proficiency in PowerShell or Python is preferred. Familiarity with PSA and RMM tools is beneficial.

• Personal Attributes: Eager to learn, strong problem-solving skills, and capable of working effectively under supervision.
• Desirable Qualities: A proactive approach to learning new skills, with a keen interest in advancing within the technical support field.
• 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.