Technical Services Administrator

We are excited to announce an opening for the position of Technical Services Administrator at Aslan Computer Systems. This role is at the heart of our operations, providing essential support and coordination to ensure our team excels and our clients receive outstanding service. Aslan's client experience is the core of our business and this role provides the link between our clients and all departments. If you are proactive, detail-oriented, and ready to be a supportive team member in a dynamic environment, we encourage you to apply.

**What a typical day looks like**:
Your day begins with enough time to grab a cup of coffee or tea before settling in at your desk, prepared and punctual. You'll start by reviewing the ticket queue to prioritize urgent client issues and plan the day’s workflow. With a strong understanding of our team’s skills and capabilities, you will assign tasks efficiently, ensuring that all team members are engaged and informed. Your responsibilities include managing client service requests, conducting regular check-ins to ensure time commitments are met, and stepping in to adjust workloads as necessary. You'll also handle audits of agreements and licenses, always with an eye for improving processes and enhancing client satisfaction.

**How you'll fit into our team**:
You are known for your supportive nature and team-oriented mindset. Your interactions are casual yet professional, respectful, and geared towards building strong, positive relationships. You bring precision and a meticulous approach to your work, striving for efficiency and effectiveness in every task. You possess a sunny disposition and an organized approach to both your professional and personal life.
- Strong interpersonal skills with a talent for direct client and team interaction
- Excellent communication abilities with a knack for clear, empathetic engagements
- A proactive problem-solver who excels in dynamic, fast-paced environments
- Detail-oriented with a consistent track record of managing multiple priorities

**Dealbreakers**:

- Prefer isolated work and have limited direct interaction with team members or clients
- Struggle with effective communication
- Have difficulty understanding client and co-workers needs
- Tend to avoid responsibility in critical information gathering and detail management
- Lack skills in de-escalating tense situations empathetically and constructively

**Role Summary**:
As a Technical Services Administrator, you will maximize resource utilization both internally and onsite by efficiently dispatching service requests. Monitoring and managing incoming client requests to ensure they are directed to the appropriate resource is a key component of this role. This position is not only fundamental to our company’s success but also offers numerous opportunities for personal growth and development in business processes.

**Basic Functions**:

- Coordination of all support groups to ensure maximum utilization of billable resources.
- Schedule internal and onsite resources on the ConnectWise dispatch portal.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Tier 1 technical support.
- Communication with customers as required: creating service requests, keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Facilitate equipment drop offs and pickups at office.
- Auditing of processes and agreements, maintaining templates and documentation.

**Additional Duties and Responsibilities**:

- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Improve usage and increase productivity of support resources.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Enter all work as service tickets in ConnectWise.

**Knowledge, Skills, and/or Abilities Required**:

- Intermediate computer and operating system knowledge.
- ConnectWise experience an asset Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Creative thought process.
- Technical awareness: ability to match resources to technical issues, leveraging best resource for the task and balancing with availability.
- Service awareness of all organization’s key services for which support is being provided.
- Ability to prioritize and handle emergent requests.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Self-motivated with the ability to work in a fast moving environment.

**Educational/Vocational/Previous Experience Recommendations**:

- Technical certification, college or university diploma or certificate in IT related course or business administration with extensive co