Job Summary:
We are a growing Managed Service Provider (MSP) seeking a motivated and organized IT Support Coordinator to join our team. This key role will ensure that customer trouble tickets are managed efficiently and resolved promptly while supporting the team in delivering excellent service. If you’re highly organized, tech-savvy, and passionate about keeping operations running smoothly, we’d love to hear from you.
Key Responsibilities
Ticket Management:
- Monitor the ticketing system for new and pending tickets.
- Assign tickets to the appropriate team members based on priority and expertise.
- Track ticket progress and follow up to ensure timely resolution.
Customer Communication:
- Ensure that clients are informed of ticket status and resolution timelines.
Team Coordination:
- Work closely with the team to prioritize and delegate tasks.
- Organize and participate in daily or weekly check-ins to review open tickets and priorities.
Process Improvement:
- Identify recurring issues and work with the team to create knowledge base articles or automated solutions.
- Recommend improvements to workflows or tools to enhance efficiency.
Documentation:
- Maintain detailed records of ticket activities, resolutions, and client communications.
- Ensure accurate and up-to-date documentation of procedures and client environments.
Qualifications:
- Excellent communication and organizational skills.
- Ability to prioritize and manage multiple tasks effectively.
- Basic English language proficiency is required for communication with clients and team members.
- Basic understanding of IT infrastructure (e.g., networking, software troubleshooting) is a plus.
Why Join Us?
- Work in a collaborative, small-team environment.
- Opportunity to grow with the company and take on additional responsibilities.
- Competitive salary and potential for professional development.
- Flexible work options: work from our office or remotely, depending on your preference and location.
