IT Support Coordinator

The IT Service Coordinator is responsible for managing and coordinating IT service desk operations, ensuring timely resolution of technical issues, and maintaining high service quality standards. This role acts as a bridge between end-users, technical teams and sales, ensuring smooth communication, efficient ticket handling, and adherence to service level agreements (SLAs).

**Key Responsibilities**

**Product & Solution Management**
- Present product and solution offerings to customers, articulating benefits and aligning with their needs during sales and renewals.
- Prepare and deliver quotes based on customer requirements or contract renewals.
- Verify deliverables and services comply with customer contracts.

**Customer Relationship Management**
- Conduct regular customer cadences, highlighting recent accomplishments and demonstrating ongoing value.
- Monitor portfolio profitability, analyzing margins, upsell opportunities, and renewal health.

**Service Desk Operations**
- Oversee daily IT service desk activities, ensuring efficient ticket triage, escalation, and closure through ConnectWise tools.
- Handle incidents and service requests, ensuring timely resolution and conducting root cause analysis for recurring issues.
- Provide user support and communication, serving as the primary contact for support inquiries and updates.
- Track SLAs and generate performance reports, monitoring metrics like First Call Resolution, Mean Time to Resolve, and Customer Satisfaction, and recommending improvements.
- Maintain and update the knowledge base, collaborating with technical teams.

**Vendor & RMA Coordination**
- Manage procurement and vendor relationships, obtaining quotes for hardware, software, and services and ensuring prompt delivery.
- Coordinate RMAs, handling returns, replacements, or repairs to minimize service disruptions.

**Subscription & Portal Administration**
- Administer Microsoft 365 self-service portal, managing user access and permissions.
- Handle vendor subscriptions, including additions, cancellations, upgrades, tenant consolidation, pricing updates, and partner transfers.
- Maintain accurate subscription data across systems.

**Billing & Financial Support**
- Address billing inquiries and discrepancies, working with customers, vendors, and finance teams.
- Resolve billing disputes and support timely and accurate invoicing.

**Continuous Improvement**:

- **Process Optimization**: Participate in service reviews and contribute to process optimization initiatives, including ITILv4 process adoption.

**Qualifications**:

- **Education**: Post-secondary degree in Information Technology, Computer Science, Business Administration, or a related field.
- **Experience**: Minimum of 2 years in IT support, service coordination, or help desk roles.
- **Technical Proficiency**: Familiarity with IT service management tools such as ServiceNow, ConnectWise, or ManageEngine.
- **ITIL Knowledge**: Understanding of ITIL frameworks and service management principles.
- **Accounting Collaboration**:Collaborate closely with the accounting department to address billing inquiries, resolve discrepancies, and support financial processes related to IT services and manufactured products.
- **Communication Skills**: Strong verbal and written communication abilities.
- **Organizational Skills**: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

**Preferred Skills**:

- **Remote & Onsite Support**: Experience coordinating both remote and onsite IT support services.
- **Network Fundamentals**: Basic understanding of networking concepts and troubleshooting methodologies.
- **Cloud Services**: Familiarity with cloud platforms like Microsoft 365 and Azure.
- **Certifications**: Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Azure Fundamentals are advantageous.
- **Security Awareness**: Basic understanding of cybersecurity principles and practices.

Join our dynamic team as an IT Support Coordinator, your expertise will help shape the future of our technology services

**Job Types**: Full-time, Permanent

Pay: $65,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Brampton, ON L6T 1E4: reliably commute or plan to relocate before starting work (required)

Application question(s):
**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- IT support: 2 years (required)

Licence/Certification:

- CompTIA A+ (required)

**Location**:

- Brampton, ON L6T 1E4 (required)

Work Location: In person