Secure Future Tech Solutions · 2 months ago
IT Service Coordinator
Warwick, RI
Full-time
Onsite
Mid Level
3+ years expSecure Future Tech Solutions is a three-time award-winning IT industry leader specializing in servicing small to medium sized businesses in New England. They are currently seeking an IT Service Coordinator who will prioritize and coordinate the activities of the Service Delivery Team, ensuring consistent service and support for clients.
Cloud ComputingComputerInformation TechnologyNetwork Security
Responsibilities
Answer all incoming service calls, potential sales calls, leads and support emails in a friendly and calm tone
Manage the service delivery team’s daily activities as well as oversee the dispatch process of service requests via Autotask and Autotask Dispatch Calendar
Ensure Field Engineers receive daily schedule work reminders
Ensure Bench Engineer receives daily schedule reminders, proper ticketing outlining services and client software to be installed along with install dates and packing slips
Identify and escalate client issues that cannot be resolved in a timely manner to the Director of Operations or Sales Team
Drive client issue investigations and resolutions as required
Assist in maintaining process documentation for the service delivery team
Update and maintain contacts, service alert notifications in Autotask
Responsible for service scheduling, escalation, and client satisfaction
Active role in daily management of all service calls and tickets to ensure maximum utilization of service team
Review WIP (work in progress) weekly reports with technical team regarding open tickets, status
Ensure that systems, processes, and methodologies are followed according to company culture and guidelines
Provide reports to Senior Management either on an agreed upon schedule and/or when requested
Build relationships with clients and participate in necessary client meetings – Pre and Post Sales
Assist Director of Operations with scheduling of projects and resources
Qualification
Required
Knowledge of IT applications, processes, software, and equipment to match team resources to technical issues appropriately
Strong organizational, oral presentation, written, and client services skills
Demonstrated ability to work as a team player and drive organizational goals
Strong analytical skills a plus
Ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies
Ability to work in a team and communicate professionally with tact and confidence
Awareness of all aspects of organizations key IT service offerings for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Associate degree in computer-related field, with courses in computer science OR Three to Five years of related experience or equivalent combination of education and experience
Company
Secure Future Tech Solutions
Secure Future Tech Solutions offers cloud computing, network security, video surveillance and support services to small & medium businesses.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase