Technical Coordinator

GENERAL DESCRIPTION OF POSITION 

The Tech Coordinator is an entry-level position responsible for answering the service desk phone and participating in the day-to-day tasks and operations of the service desk. The Tech Coordinator seeks to ensure that end-user support tickets are dispatched, assigned, responded to, and resolved quickly and efficiently or reaches out to the responsible ticket owner to ensure timely response and resolution of all service requests.   

As a Technical Coordinator, you will ensure our clients receive exceptional service. You will utilize strong customer service skills to oversee and assist the support analysts in delivering our services.  You will regularly manage multiple service boards across many clients and interact closely with our support team and end-users. 

KEY RESPONSIBILITIES: 

• Answering the service desk support line.   

• Initial triage of all service request tickets. 

• Entering/updating service ticket details when alerted by an end-user or monitoring system in the MSP ticketing system.  

• Dispatching Service tickets to the correct Service Board/Team.  

• Performing Daily, Weekly, and Monthly scheduled proactive tasks while entering service tickets in the MSP ticketing system for any issues noted. 

• Collaborate with the support team to resolve client issues swiftly and effectively. 

• Maintain detailed documentation of client systems and support interactions. 

• Provide training and guidance to clients on best practices and system usage. 

• Analyze trends and feedback to improve service delivery and client satisfaction. 

• Assist in the development and implementation of new support processes and tools.  

• Escalate complex problems to higher-level support or vendor support as needed. 

• Document all client interactions, issues, and resolutions in the MSP ticketing system. 

• Deploy new hardware using Imaging or deployment technology. 

• Assist with end-user onboarding/offboarding. 

• Accurately, regularly, and effectively record time. 

• Manage your assigned support tickets timely and accurately.  

• Conducting basic system administration tasks, such as creating service tickets, reviewing alerts, managing service boards, dispatching service tickets, documenting processes, creating knowledge base articles, and performing routine proactive scheduled tasks. 

• Assisting with the implementation of new technologies and systems for clients. 

• Assist with onboarding new clients, including configuring and deploying hardware and software. 

• Collaborating with other technical teams within the MSP to resolve complex issues. 

• Providing technical training and support to clients' end-users. 

• Create and maintain accurate and up-to-date documentation for client systems, configurations, and user accounts. 

• Participate in regular training and professional development activities to stay current on new technologies and best practices. 

REQUIREMENTS  

• A technical degree or certification is preferred. 

• Advanced English proficiency.  

• 0-1 years of experience in a technical support role, preferably in a managed service provider environment (including internships).  

• Microsoft desktop operating system administration, Microsoft Office, and basic networking concepts knowledge.  

• General networking knowledge (TCP/IP, SMTP, FTP). 

• Technical writing and research. 

• Helpdesk/Tech Support & Customer service experience.  

• Experience with remote access tools and ticketing systems is a “plus.” 

QUALIFICATIONS  

• Highly detail-oriented and organized professional with proven ability to effectively manage and prioritize multiple tasks in a fast-paced environment. 

• Excellent customer service skills and ability to communicate technical information to non-technical users. 

• Ability to work independently and as part of a team in a fast-paced environment. 

• Strong problem-solving and analytical skills. 

• Strong written and verbal communication skills 

• Must be customer-focused and able/willing to provide "white glove" service. 

• Ability to follow and adhere to defined processes. 

• Ability to effectively multi-task and work in a fast-paced environment while producing high-quality results. 

• Passionate about technology