IT Coordinator

Responsibilities
Take care of the Customer Support email account; handle inquiries, track requests, assign to technicians as needed
Scheduling of Client work, requests, emergencies, projects, and new requests from Sales
Scheduling daily, monthly, and maintenance work for clients according to our agreements
Open up the Customer Support desk, including launching various portals on monitoring screens including our NOC portal
Vendor relationships with our partners
Tickets – Create, schedule, follow through to completion; updates and reporting
Preparation for and participation in weekly Network Department Meetings
Check messages and requests before the office opens and make arrangements with client(s), re-assess priorities as needed based on our escalation criteria
Monitor and make arrangements for follow up of NOC alerts and backup alerts
Take notes during weekly Tech Meetings, then provide to all techs for sign off and assist with action items for the week
Maintain our On Call Notification schedule and update the phone system notifications each week

Skills for This Position
Excellent, Friendly Phone Skills
Ability to listen to requests, summarize the need, convey details from the client to the tech
Basic understanding and correct use of IT terminology including basic computer skills
Minimum 2 years of experience in the IT Service industry; MSP experience is a plus
Great organization skills in a fast-paced environment
Flexibility for changing priorities and conditions; adaptable
In depth knowledge and experience working with Outlook and Word
Minimum one year of experience with a ticketing system
Ability to communicate via e-mail and short Word documents using appropriate grammar and spelling, conveying details and ideas clearly and with kindness