Service Coordinator – Systems Engineering

Service Coordinator – Systems Engineering PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING*** JOB TITLE: Service Coordinator – Systems Engineering Work Type: Remote/WFH Working Hours: TBD (Usually US Hours/Night shift) Start Date: TBD Direct Report To: Engineering Manager: Support Services JOB OVERVIEW The Service Coordinator is responsible for attaining maximum utilization of technical resources through daily dispatch and coordination of service requests. Perform service request intake from clients; assign and schedule tasks for techs based on urgency and maintenance activities and conduct continuous service level audits of client-facing communications. Strong organizational and Quality Assurance practices are a must. JOB ROLE & RESPONSIBILITIES Assign new service tickets within ticket SLO time constraint. Monitor the service desk dashboard and coordinate timely response to customer communications. Re-assign engineering tickets when needed due to critical priorities. Keep leads and engineers current on shifting ticket priorities. Daily review of engineer time entries and follow-up on necessary corrections. Daily review of upcoming and completed maintenance execution and flag work items requiring additional action. Assign all reactive and proactive tickets for support to the appropriate technical resource for quickest resolution for the client. Ensure tickets move through the ticket lifecycle on time. Coordination of assigned support tickets to ensure maximum utilization of billable resources and work with other teams if further utilization is necessary. Assist with coverage of dispatch function as needed due to PTO, absence, lunch breaks, etc. Communication with clients as required to gather additional information if a ticket is unclear. Communication with internal resources as required. For example: to alert technicians of high and critical priority issues, coordinate with account managers about client requests or issues, and to alert team leads of critical issues or scheduling requirements. Ensure timely turnaround of client requests. Ability to work in a team and communicate effectively. Improve usage and increase productivity of IT support resources. Escalate service requests that cannot be scheduled within agreed service levels. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. Enter all work as service tickets or activities into ConnectWise. Quality Control: every ticket’s set up before assigning proper resources. Participate with the change management process regarding future resource planning and work scheduling. Support department goals by monitoring and following up with backlog tickets. Communicate trends, significant problems, and unexpected delays to peers and leadership. Improve processes by recommending and assisting in the execution of new ideas. Escalate issues to Engineers and other technical teams as necessary. Cooperate with other employees to create a trusting, honest, and productive work team. Accept other duties as they are assigned from time to time. JOB REQUIREMENTS Experience Required: Minimum of 2 years of experience working in an IT environment. 2-3 years in Support Center or Call Center environments. Minimum of 2 years performing or leading internal performance audits (QA) of ticket and chat interactions. 1-2 years project management experience (certifications not required). Familiarity with the following technologies: Microsoft Teams Active Directory Mobile devices and access methods Scanning/Printing/Other basic hardware Microsoft Office Exchange/O365 Exceptional communication skills through phone, ticket, and email. Operational understanding of monitoring systems. LogicMonitor experience is a plus. Operational understanding of IT Software. Operational understanding of ConnectWise. Ability to manage many tasks and competing priorities in a fast-paced environment. Strong organizational skills and attention to detail. Excellent communication and customer service skills. Experience in Information Technology or dispatch roles is a plus. Ability to set goals as well as meet or exceed them. Firm understanding of regulatory compliance, including, but not limited to HIPAA, HITECH, and PCI-DSS. Microsoft Certified Professional – current on any platform-related. Education and experience: Associate’s degree and 2 years of applicable experience, or equivalent combination of education and experience. Seniority level Associate Employment type Full-time Job function Information Technology IT Services and IT Consulting #J-18808-Ljbffr