MSP Service Coordinator

Looking to join an incredible team in Eastern North Carolina that make a real impact by providing creative, resourceful solutions to challenging problems every day? Come join a team where you can learn continually, gain knowledge, certifications, and grow your IT skill set in an environment based upon continual improvement and growth. We are looking for resourceful, intentional, competent, detail oriented, and customer-focused entry-level IT technicians to join our growing team as a service coordinator.

Every day presents new challenges and puzzles to solve at CW IT Support, with a chance to learn something new, or provide value with your current knowledge to our clients. The more you learn, the more you can earn at CW IT Support, and we promote learning and growth by offering company paid training and certification testing.

We offer competitive pay, excellent benefits (Health, Dental, Vision, 401k, Life Insurance, Long-term disability), and an opportunity for advancement within the company.

Full-Time Remote position

Our IT Managed Services Provider (MSP) focuses on being the outsourced technology services for SMB customers through Technology Infrastructure Management, Help Desk Support, Security, IT Projects and Strategy. We’re a growing firm located in Wilmington, NC looking for a Service Coordinator.

Overall responsibility:

The MSP Service Coordinator is an entry level position responsible for day-to-day ticket dispatch and coordination. The Service Coordinator is responsible for properly setting up tickets from their inception to completion. This role requires sense of urgency, organization and multitasking, and attention to detail. This includes setting up contacts in the PSA tool, assigning ticket types, subtypes, assigning primary and secondary technician, etc. The Service Coordinator is responsible for the proper documentation of procurement for hardware needed in a service ticket. Lastly, the Service Coordinator would be the administrative assistant to the Service Manager and/or the Director of Operations.

Primary Duties and Responsibilities:

• Answer incoming calls and dispatch support tickets
• Setup tickets properly by ensuring contacts, types, subtypes, resource, etc. are correct
• Able to manage and assign potential problems or outage tickets in a timely manner
• Review all statuses of tickets, schedule all engineers’ tickets for the next day, and touch all tickets with updated notes and calls if applicable
• Follow procurement process with incoming equipment for service tickets
• Keep track of engineer availability for escalation tickets
• Run reporting on the following
  • Open Ticket Count Per Tech
  • Ready to Engage Count overall
  • Overdue Tickets Per Tech
  • Estimated/Actual Hours worked per Tech weekly.
  • All Service Calls for the day
  • Out of Office This Week
  • Utilization percent by Resource
• Assist with multiple tasks including scheduling, running reports, and assisting with follow-ups
• Ensure all time entries are put in by the technicians daily and confirm daily timesheets

Secondary Role Responsibilities:

• Training, learning, and development of interested skills within role
• Scheduling meetings and running point on daily huddles
• Troubleshooting tickets if time permits
• Documentation on new processes or procedures
• Training New Service Coordinator staff

Qualifications:

• 2 years customer service experience required
• 1 year MSP experience preferred
• Microsoft Office experience
• Windows desktop troubleshooting experience
• AutoTask Ticket system experience preferred
• Procurement experience

Skills:

• Must be highly organized
• Must have a sense of urgency
• Detailed-oriented
• Ability to work in a fast-paced environment
• Possess excellent interpersonal and customer service skills
• Strong written and verbal communication skills
• Must be able to manage time effectively
• Ability to coordinate schedules

Benefits:

• Matching 401k
• 100% paid Health, Dental, Vision insurance for individual / 50% dependent
• 7 Paid Holidays Annually
• 3 weeks PTO annually, 4 weeks at 5 years
• Company paid training and certifications

Compensation:

• $39k/yr starting salary

Our core values:

• We believe in constant & never-ending improvement & development. We strive to continually improve ourselves, both personally and professionally. We believe if you aren't growing, you are dying. We must continue to improve in all that we do and become better every day.
• We deliver outstanding customer service. We must over-deliver and exceed client expectations if we expect to grow, retain clients, and receive referrals. We focus on proactive communication, meet our deadlines, and have exceptional follow-up. We work with integrity and do what we say we are going to do. When we fail to deliver, we go above and beyond to make it right.
• We add more value to our clients than ANYONE else in our industry. We focus on value delivered, and find ways to continually improve our offerings, delivering service at competitive prices, and ensuring that our clients are better protected and better served than they can get anywhere else. This also means we never stop finding ways to improve the quality of our client's systems and lives.
• We focus on growth & profitability, for the sake of our employees, our clients, our community, and the world! Without profit, there is no life in a business. Revenue is vanity, profit is sanity. With profit, we can change lives, improve, grow, and fulfill our mission. Without it, it doesn't matter how good we are, we will not survive to help anyone.
• We believe in Extreme Ownership. The core leadership principle from Jocko Willink's book, Extreme Ownership, this principle is talking about ownership up and down the chain of command. There are no excuses. There is no one else to blame. You must own everything in your world, and everything that affects your mission. We accept responsibility for our actions (or lack of action) and avoid living in denial.
• We are hungry and always strive to do more. Hunger is a key element of what we believe makes teams members and companies successful. Always striving to be more productive, to take on new challenges and tasks, and to perform at the highest level. Laziness is not tolerated here. It is important to carry your own weight so that the team can rely on you.
• We focus on results first. Results matter. Period. As a company, and as individuals, we focus on results, measuring our performance, and pushing to hit our goals.