IT Coordinator  

Responsible for technical support, incident recording and triage of issues raised by BEL USA, LLC clients via phone, email, internal escalation or system generated alerts. Provide strategic advice to the IT Manager as a single point of contact for all service requests not limited to wiring, hardware/software installations, quality control, and performance-tuning of all handheld devices, camera systems, copiers, printers and scanners, while maintaining established Service Level Agreements (SLAs). Serve as a point of escalation for departmental and client issues.

Critical Functions:

• Responsible for pre-processing and scheduling of all service requests that arrive through phone, email, two-way radio and client portal in the JIRA ticketing system to ensure accurate ticket generation, coordinate, follow-up, close and reporting.
• Take responsibility to ensure that all SLA/KPI objectives are being meet according to defined service level agreements.
• Monitor resource schedules in the JIRA ticketing system dispatch portal to ensure prompt and accurate ticket updates and time entry on all service requests.
• Responsible for any Quick Tickets (password unlock, resets, quick issues, etc.) using our ConnectWise Automate Remote Management system.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Reporting of any major infrastructure or network outages to the Systems and Networking support team and all affected departments.
• Communicate with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve client service, perception, and satisfaction through fast turnaround of client requests because of a streamlined IT support team.
• Report the utilization of IT Support resources and successful completion of service requests to the Technical Support Services Managers.
• Assist Technical Support Services Managers and IT Director with all software and hardware licensing agreements, contracts and maintain all technical documentation.
• Enforce company process, guidelines and procedures.
• Assist with the administration and support of the JIRA Ticket Management system.
• Perform special projects and other duties as assigned by the Technical Support Services Managers.

Education:

• A Degree in Information Technology, Computer Science, or any related field.

Minimum 1-2 Years of technical experience in the following fields:

• Experience with acting as a single point of contact for resource scheduling of all information technology issues.
• Experience with pre-processing and scheduling of all service requests that arrive through phone, email, two-way radio and client portal in the JIRA ticketing system.
• Experience with maintaining agreements, contracts and technical documentation.
• Basic experience with supporting quick Microsoft Windows Active Directory issues (i.e., password unlock, resets, quick issues, etc.) and basic Windows OS troubleshooting.
• Basic experience with troubleshooting and supporting handheld devices, camera systems, copiers, printers and scanners.
• Proven commitment to customer service excellence.

Preferred Qualifications:

• Experience working with a RMM tool, such as ConnectWise Automate.
• Experience working with a Ticket Management system, such as JIRA Service Desk.