Calgary Technology Career: Service Coordinator

Pure IT is a client-centric organization focused on providing top-level service to our clients in the Calgary and surrounding Alberta areas. The role’s primary focus is to coordinate the processing of all open requests and usher them to completion within SLA compliance. The position is a supervisory role and must monitor the workload across all technicians and the quality of work. Most importantly, oversee the service team and determine which requests need intervention to meet customer’s expectations. The ideal candidate should have a technical background and experience as they are required to support our customers from level 1, level 2, and level 3 support.

The secondary focus is to oversee monitoring alerts generated by the RMM, AV alerts, and disaster recovery systems (Backups) managed by the NOC.

Duties and Responsibilities

Work closely with customers and technicians to ensure excellent service delivery.
Schedule pre-scheduled and ad-hoc site visits.
Regularly meet with Service Manager and provide metrics on tickets, tech utilization, and ongoing issues.
Manage all open tickets and ensure they are completed within SLA compliance.
Monitor workload across all technicians and what they are working on
Supervise the NOC team and ensure Pure IT standard operating procedures are being followed
Ensure proper solution is provided by our techs and not workarounds
Allocate monthly maintenance tasks
Manage and monitor tech utilization and ensure evenly shared workload
Review timesheets
Review tech team leave requests
Assist with training new techs
Provide multilevel support ranging from Level I, II and III
Assist with triaging calls and email service requests
Oversee monitoring alerts
Quality checks of workstation build
Responsible for a limited number of clients acting as a primary technician
Escalation point for technicians before being escalated to seniors

Core Competencies

Highly motivated to succeed
Detail oriented
Excellent oral and written English communication skills
Positive Attitude
Strong planning, organizing, and time management skills
Strong troubleshooting and problem-solving abilities
Ability to manage competing priorities and work effectively under pressure with minimum supervision
Professionally mature with sound judgment and decision-making skills
Flexible and adaptable team player focused on delivering an excellent customer service experience
Punctual and dependable
Goal and results oriented
Committed to continuous education and personal development

Education Required

At least one exam for a recent Microsoft server operating system
Technical diploma or degree preferred

Experience Required

A minimum of 2 years experience working with a managed service provider
Experience in working and supporting multiple clients simultaneously is essential
Experience working in ticket tracking systems such as Autotask (or equivalent)