Queue Coordinator

4 hours ago

Philippines Seidotech Solutions Corp. Full time

The Queue Coordinator holds a crucial role in our Network Operations Center day‑to‑day operations and is responsible for monitoring and managing the ticket queue, helping to prioritize, and assigning tickets to the appropriate resources. The ideal candidate has a passion for technology and providing an unmatched customer experience and can excel in a fast‑moving environment. What You’ll Do Serve as an integral part of a 24/7/365 Managed Service Provider (MSP) Network Operations Center (NOC) by managing the ticket queue, prioritizing the incoming work, and assigning it to the appropriate technical resources for resolution. Understand and interpret the Service Level Agreements (SLA’s) in place with customers and work to ensure the proper response times to call customers back on assigned tickets are adhered to. Work to assign incoming tickets to the appropriate resource based on engineer’s skill set, availability, and workload. Assist with facilitating the proper allocation of resources based on workloads and ticket volumes. Coordinate tickets that cross organizational boundaries to ensure the highest level of customer satisfaction. Audit and maintain multiple support queues, providing summary reporting on major incidents daily and SLA status. Collaborate with team members to ensure high priority tickets are treated with the utmost care and resolved in a timely manner. Monitor tickets and call volume to understand if established SLAs are met. Leverage a background in systems engineering to better understand the technical nature of incoming tickets, their impact, and associated SLAs, ensuring accurate prioritization and assignment to appropriate technical resources. What Skills & Experience You’ll Need 2-3 years of relevant experience in an SLA driven customer focused Help Desk, Network Operations Center, or similar environment. Familiarity with both desktop and server environments and infrastructure support. Background or foundational knowledge in systems engineering to interpret technical tickets, understand infrastructure dependencies, and align response priorities with SLA requirements. Strong time management and triage skills. The ability to remain positive and calm under pressure and work in a fast‑paced environment. The capability to work independently as well as part of a team. Strong organizational skills and ability to prioritize effectively. A Bachelor's Degree or equivalent in a related field is preferred. ITIL and HDI certifications are preferred. Excellent interpersonal and communication skills are needed to work with business partners, engineering staff, operational teams, and vendors. Strong analytical and strategic thinking skills with a service‑oriented mindset. Quick learner, detail oriented; demonstrated thoroughness with work. Good team player that takes ownership of work and has a strong willingness to collaborate and help others. Able to prioritize in a fast moving, high pressure, constantly changing environment, maintaining a high sense of urgency. Ability to work independently in a virtual team environment with limited supervision as well as a part of a team. #J-18808-Ljbffr

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