Technical Support Coordinator

6 days ago

Vancouver, Canada BMC Networks Full time

**How will you make an impact at BMC?**

BMC is looking for a Technical Support Coordinator to join our Support team. You will have the opportunity to jump into a fast-paced, ever-changing environment and take responsibility for ensuring that the Support team meets or exceeds company-defined service level agreements. You will work with a team of IT professionals who, like you, are self-starters and problem-solvers with the ability to work under pressure and still find ways to laugh.

*
What will you do, day-to-day?*

You will be primarily responsible for coordinating the daily activities and schedules of the technicians, assuring adherence to BMC’s ticket procedures. This involves ensuring that the technical team is logging, analyzing, tracking, and resolving all incoming customer support requests through effective decision making and problem solving. This is a role of significant importance to BMC’s client experience and, as such, the Technical Support Coordinator is expected to present him/herself in an extremely professional, competent manner at all times and to communicate effectively with our clients and staff. Your key accountabilities will include:
*
Customer Service*
- Triaging and dispatching all support requests from clients according to company and/or client Service Level Agreements and tracking them to completion while providing an extremely high level of customer service
- Monitoring open requests, facilitating escalations, and helping to manage priorities for technical staff

**Communication**
- Communicating with clients to ensure they are aware of the status of their requests and completed to their satisfaction
- Communicating with the Director, Support Services and Client Services Technician Supervisor on service-related issues and/or incidents that are breaching SLAs or falling outside of acceptable parameters
- Reviewing "stale" open tickets with technical team members and helping to manage their queues

**Documentation**
- Ensuring information on all service requests is entered into the problem tracking system, including request details, time entries, internal notes, and resolution
- Ensuring technical team members maintain client documentation

**Technical Productivity**
- Regularly providing tier 1 technical support and achieving company defined objectives for utilization while maintaining high levels of customer service

As with any position with BMC Networks, the Technical Support Coordinator is responsible for adhering to company policies and procedures and may also have other duties assigned as necessary. This is a salaried position with access to a comprehensive benefits package (detailed below) upon completion of the three-month probationary period.

**What will you bring to the team?**
- 1 or 2 years of related experience (recent graduates with service desk / end user support experience will be considered)
- Ability to prioritize and organize, handling multiple tickets
- Demonstrated sound judgment and decision-making skills
- ITIL
- Experience using:

- BrightGauge and developing dashboards and reports with BrightGauge
- ITSM tool
- Experience and skills in technical support involving:

- Microsoft Windows Desktop Operating Systems
- Microsoft Windows Server
- Microsoft Exchange (Basic)
- Microsoft Remote Desktop Services
- Microsoft Active Directory
- Microsoft Office
- Values aligned with ours:

- Fun - We take our work seriously, but not ourselves
- Integrity - We do what we say we will do
- Professionalism - We are the professional IT company for professional services firms
- Service - We exist to serve our clients and each other
- Unity - We are all equally responsible for our success

**Who are you, really?**
- Genuinely enthusiastic about helping people and providing outstanding customer service
- Patient when solving issues with end users of varying technical aptitudes
- Professional in the way you present yourself and communicate with others
- Nerdy about the importance of accuracy in details
- Eager to continually learn and grow
- Willing to take and share the credit for wins
- Solution-oriented, a problem-solver who possesses a "get it done" attitude while paying attention to detail along the way
- Comfortable in an environment where priorities and plans change rapidly but with intention
- Looking to have fun, laugh, and not take things seriously all of the time
- Willingness to work a flexible schedule between 8:00 am and 7:00 pm PST

**What is it like to work at BMC?**

You will be valued for the unique skills, experience, and personal qualities you bring to the team. We are committed to maintaining a healthy workplace culture that promotes trust, teamwork, and opportunities for growth. Some of the ways we put this commitment into action are:

- All-Hands meetings, where we share our wins and challenges, and we recognize our Core Values All-Stars (online from Victoria)
- BrewHaHa events, where we gather to celebrate the week's end with drinks and games (online

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