IT Service Coordinator  

CLEAR Corporate Solutions is seeking the best Service Coordinator in the Philippines.

You will work with CLEAR’s client, an Australian-based MSP that delivers client-tailored and innovative IT and cloud solutions. You will help our client drive growth by providing technical support to its customers by showcasing your customer services and technical skills.

At CLEAR, everything we do is Better for Business – better for our clients and for our staff. We are particular about who joins our team. If you are smart, professional, adult, competitive, empathetic, and have an insatiable desire to learn, you’ll fit right in!

ROLE

Your new role is to provide support for our Australia-based client in overseeing and managing the first and second level support of service requests. As well as managing and overseeing all monitoring and scheduled maintenance required to support the needs for our customers. You must display critical thinking skills with a focus on problem resolution and customer satisfaction.

OPPORTUNITIES

As a Service Coordinator, you will:

• Assist our client with its service requirements
• Be a key contributor in delivering exceptional service in a timely fashion
• Provide other support as necessary to our client.

Your key areas of responsibility:

• Service Delivery
• Reactive IT Support
• Proactive IT Maintenance
• IT Knowledgebase

Your daily responsibilities will include:

• Overseeing the day to day activities of the service delivery team
• Monitoring overall performance of services
• Problem and Incident management ensuring that SLA’s are achieved, and client expectations are met (or exceeded).
• Communicating with clients around issues and opportunities
• Following up if the service delivery team is not meeting expectations
• Assessing customer feedback and making improvements
• Ensuring the service delivery team is aware of changes and are prepared
• Ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
• Reviewing monthly service reports
• Daily checks of monitoring alerts (Servers, Network, Firewalls, Workstations etc)
  • Log ticket and escalate any critical alerts (CPU, Memory, Hard Drive space, firewall alerts etc)
• Daily checks of customer onsite backups and cloud backups (Veeam & Datto)
  • Logging calls/tickets with backup vendors if backups are failing and resolve the issue.
• Fortnightly checks of Windows Patching (Servers & Workstations)
  • Schedule security and system updates/patches.
  • Logging calls/tickets with monitoring vendor if patching is failing and resolve the issue to ensure patches are 100% up to date.
• Improving usage of our internal tools, systems and other technical resources to increase productivity of the team.
• Managing the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.
• Providing assistance and IT support for end users (remote, email, phone, etc.) relevant of:

• Issues with servers, systems and network infrastructure
• Core Microsoft technologies (Windows Server, Exchange, SQL, SharePoint, etc)
• Virtualization technologies (VMware, Citrix, Microsoft, etc)
• Remote solutions (VPNs, Remote Desktop Services, and C
• Cloud technologies (AWS, Azure, Office 365, etc)
• Network level (WAN and LAN connectivity, routers, firewalls, security, etc)

• Documenting internal processes and procedures related to duties and responsibilities
• Maintaining all customer documentation (procedural and technical)
• Ensuring all passwords are up-to-date and managed in the internal password database.
• Updating the IT Knowledgebase
• System documentation and consulting services to include system reviews and recommendations
• Ensuring that management is notified if the customer’s SLA requirements change, to ensure correct adjustments are made and all internal staff are notified
• Identifying areas for improvement and making constructive suggestions for change for clients and the business
• Seeking opportunities to increase customer satisfaction and maintaining excellent standards of customer service at all times.

ESSENTIAL ATTRIBUTES

• Mature disposition
• Respect for the confidentiality and the sensitivity of information
• Outstanding written and verbal communicator in a client-facing role
• Technologically adept and updated with new trends
• Innovative and able to think out of the box
• Proactive mindset
• Attention to detail.

Required Technologies:

• Web Services and Domain Management
• Telephony (PABX, VoiP, SIP)
• Virtualized System (VMWare, Hyper-V, Citrix)
• Email (Exchange)
• Firewall (Microsoft, IPTables, Cisco ASA, HA pair configurations)
• Microsoft System and Technologies (Desktop OS, Windows Server OS, O365, Azure, Sharepoint, MSSQL, Exchange, Active Directory)
• Cloud Services (SaaS, PaaS, IaaS & DRaaS)
• Backup Tools, Image builds and Server Recovery
• Remote Support

Position Requirements:

• 2-3 years’ relevant experience
• At least 1 year experience in MSP
• Proven track record identifying and championing appropriate new technologies
• Strong knowledge of server, network and applications, and problem resolution
• Exposure to Australian business culture (preferred).