Service Coordinator

1 week ago


Calgary, Alberta, Canada Pure IT Full time

Overview


The secondary focus is to oversee monitoring alerts generated by the RMM, AV alerts and disaster recovery systems (Backups) managed by the NOC.


Duties and Responsibilities
- _Work_ closely with customers and technicians to ensure excellent service delivery

  • Schedule prescheduled and adhoc site visits
  • Regularly meet with Service Manager and provide metrics on tickets, tech utilization and ongoing issues
  • Manage all open tickets and ensure they are completed within SLA compliance
  • Monitor workload across all technicians and what they are working on
  • Supervise the NOC team and ensure Pure IT standard operating procedures are being followed
  • Ensure proper solution is provided by our techs and not _work_ arounds
  • Allocate monthly maintenance tasks
  • Manage and monitor tech utilization and ensure evenly shared workload
  • Review timesheets
  • Review tech team leave requests
  • Assist with training new techs
  • Provide multilevel support ranging _from_ Level I, II and III
  • Oversee monitoring alerts
  • Quality checks of workstation builds
  • Responsible for a limited number of clients acting as a primary technician
  • Escalation point for technicians before being escalated to seniors

Core Competencies

  • Highly motivated to succeed
  • Detail oriented
  • Excellent oral and written English communication skills
  • Positive Attitude
  • Strong planning, organizing and time management skills
  • Strong troubleshooting and problem solving abilities
  • Ability to manage competing priorities and _work_ effectively under pressure with minimum supervision
  • Professionally mature with sound judgment and decision making skills
  • Flexible and adaptable team player focused on delivering an excellent customer service experience
  • Punctual and dependable
  • Goal and results oriented
  • Committed to continuous education and personal development

Education Required

  • At least one exam for a recent Microsoft server operating system
  • Technical diploma or degree preferred

Experience Required

  • A minimum of 2 years experience working with a managed service provider
  • Experience in working and supporting multiple clients simultaneously is essential
  • Experience working in ticket tracking systems such as Autotask (or equivalent)

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