Job Description

Our Top Requirement & Concern is "Communication Skills".

The candidates that will be considered are the ones that have the following:

Excellent English communications skills Good vocabulary Friendly personality Someone that can be clear over the phone, patient, and loves to troubleshoot technical issues.

During working hours, you are expected to remain on camera, and your system will be monitored remotely.

Please record & attach (or link) an video recording (up to 5 minutes) where you review/discuss your background and experience. This will help us narrow down the right candidate. Email your video recording, along with your resume to: jobs@veritasits.com

Candidates that DO NOT submit an video recording & resume, will not be considered for this job.

The

Service Coordinator

at Veritas IT Solutions acts as the central point of contact for incoming service requests and ensures the efficient triage, scheduling, and routing of tickets to the appropriate technicians. This role is critical in maintaining operational efficiency and client satisfaction by ensuring service delivery is consistent, well-documented, and timely. The ideal candidate is remote and will have strong communication skills, a detail-oriented mindset, and a tier 0.5 technical ability to assist with basic troubleshooting and quality assurance.

Key Responsibilities

Triage incoming service requests and assign them to appropriate technicians based on SLA priority, skill set, and availability. Ensure tickets are correctly categorized, prioritized, and include all necessary client-provided details before assignment. Monitor tickets, queues, schedules, and calendars, and adjust technician workload as needed to maintain SLA compliance and communicate delays and ETAs to clients in a timely professional manner Perform Tier 0.5 support for basic issues and identify critical issues that require escalation to Tier 1, 2, and 3 technicians. Review incoming tickets for completeness (issue description, vital technical information, screenshots, urgency) before escalation or assignment to higher-tier technicians. Review tickets prior to closure to confirm completion, clear documentation, proper client communication, and billing-ready details for the finance team. Track tickets and follow up with technicians and managers to resolve any missing or inconsistent information Oversee MSA and ticket scope control, ensuring alignment with client agreements and identifying any billable work that falls outside of the standard agreement Act as a liaison between clients, vendors, departments, and technicians to schedule work, gather missing technical and billing details, and provide updates. Maintain accurate records in the PSA system, following internal SOPs and documentation standards. Support reporting, scheduling, and ongoing process improvement efforts related to service operations. Support company and departmental goals set forth by the Manager Cultivate and maintain strong relationships with clients by managing expectations, addressing concerns, and ensuring that client satisfaction is consistently met by working collaboratively with internal teams to resolve issues swiftly

Required Qualifications

1-3 years of experience in an IT Help Desk, Service Desk, or MSP environment (non-technical coordination roles acceptable). Familiarity with PSA tools (e.g., ConnectWise, Autotask, HaloPSA). Strong organizational and time-management skills. Basic technical troubleshooting knowledge (Tier 0.5). Excellent written and verbal communication skills and customer service excellence

Preferred Qualifications

3+ Years experience working within an MSP or IT service environment. Knowledge of ticket lifecycle management and SLA-based service delivery. ITIL Foundation or other relevant certifications.
Job Type: Full-time

Pay: R74,00 - R111,00 per hour

Application Question(s):

Do you live within one hour away from one of the following cities : Johannesburg
Pretoria, or Durban?

Work Location: Remote