MSP Service Coordinator

2 weeks ago

Burlington, Ontario, Canada IT Force Full time

About IT Force

IT Force is a well-established IT Managed Services Provider in Burlington, Ontario. Established in 1999, it is our mission to make our client's technology EASY, ACCESSIBLE and SAFE.  We manage our client's IT infrastructure including security, backup, cloud solutions and helpdesk support.

We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.

The Opportunity

We are looking for a Service Coordinator to ensure our client's IT systems are robust, reliable, safe and operate efficiently.

In this role, you will work in-office with your colleagues as well as directly our clients.

Some of the non-technical responsibilities of this role are:

  • Ensure service tickets in the PSA system are complete and accurate.
  • Ensure the technicians have all the parts and equipment required to complete their assigned service tickets.
  • Ensure all communications, issues and activities are documented in the PSA & documentation systems.
  • Encourage clients to complete the CSAT surveys upon completing the ticket.
  • Ensure tickets are prioritized, scheduled and handled according to process.
  • Ensure all service boards are in excellent hygiene.
  • Actively recommend and participate in the improvement of service related processes and procedures
  • Attend and participate in company/team events, meetings and collaborations

What's in it for you?

  • Competitive compensation & employee benefits plan
  • 10% Bonus eligibility, reviewed and paid quarterly
  • Open, flexible culture

On-the-job training

While you work, we will train you, certify you, and make sure you have all the tools to do a great job  Some of the certifications you will receive (if you do not already have them) are:

  • CompTIA A+ Certification
  • Microsoft 365 Fundamentals
  • HDI Customer Service Representative

Some of the benefits you will receive:

  • Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits
  • Free breakfast, lunch, snacks, and beverages
  • Monthly Fun @ IT Force events for you, spouse, and family

Your Skills & Experience

We're looking for someone with at least 2 years of experience in an IT environment, preferably for an MSP.

You must have:

  • Ability to work under pressure and meet deadlines.
  • Familiarity with MSP PSA & RMM tools.
  • Basic understanding of IT terminology and common MSP services
  • Proficiency with Microsoft 365 Administration

Some of the traits and behaviours of the ideal candidate for this position are:

  • Customer Focus - Showing empathy and further seeking to understand your customer's interests, needs, wants, priorities and situation.
  • Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited
  • Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation.
  • Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions.

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