Service Coordinator

2 weeks ago

Calgary, 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 pre-scheduled and ad-hoc 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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