MSP Service Coordinator

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: $48,000 - $57,000<br /><p>About IT Force</p><p>IT Force is a well-established IT Managed Services Provider in Burlington, Ontario. Established in 1999, it is our mission to make our client&#39;s technology EASY, ACCESSIBLE and SAFE. We manage our client&#39;s IT infrastructure including security, backup, cloud solutions and helpdesk support.</p><p></p><p>We have an impressive customer satisfaction rating as it is our mandate to deliver our clients White Glove Service with Military Precision.</p><p></p><p>The Opportunity</p><p>We are looking for aService Coordinatorto ensure our clients IT systems are robust, reliable, safe and operate efficiently.</p><p></p><p>In this role,you will work in-officewith your colleagues as well as directly our clients.</p><p></p><p>Some of the non-technical responsibilities of this role are:</p><ul><li>Ensure service tickets in the PSA system are complete and accurate.</li><li>Ensure the technicians have all the parts and equipment required to complete their assigned service tickets.</li><li>Ensure all communications, issues and activities are documented in the PSA & documentation systems.</li><li>Encourage clients to complete the CSAT surveys upon completing the ticket.</li><li>Ensure tickets are prioritized, scheduled and handled according to process.</li><li>Ensure all service boards are in excellent hygiene.</li><li>Actively recommend and participate in the improvement of service related processes and procedures</li><li>Attend and participate in company/team events, meetings and collaborations</li></ul><p></p><p></p><p>Whats in it for you?</p><ul><li>Competitive compensation & employee benefits plan</li><li>10% Bonus eligibility, reviewed and paid quarterly</li><li>Open, flexible culture</li></ul><p></p><p>On-the-job training</p><p>While you work, we will train you, certify you, and make sure you have all the tools to do a great job! Some of the certifications you will receive (if you do not already have them) are:</p><ul><li>CompTIA A+ Certification</li><li>Microsoft 365 Fundamentals</li><li>HDI Customer Service Representative</li></ul><p></p><p>Some of the benefits you will receive:</p><ul><li>Health, Drugs, Dental, Vision, Critical Illness, AD&D, Life & Disability Benefits</li><li>Free breakfast, lunch, snacks, and beverages</li><li>Monthly Fun @ IT Force events for you, spouse, and family</li></ul><p></p><p></p><p>Your Skills & Experience</p><p>Were looking for someone with at least 2 years of experience in an IT environment, preferably for an MSP.</p><p></p><p>You must have:</p><ul><li>Ability to work under pressure and meet deadlines.</li><li>Familiarity with MSP PSA & RMM tools.</li><li>Basic understanding of IT terminology and common MSP services</li><li>Proficiency with Microsoft 365 Administration</li></ul><p></p><p>Some of the traits and behaviours of the ideal candidate for this position are:</p><ul><li>Customer Focus - Showing empathy and further seeking to understand your customers interests, needs, wants, priorities and situation.</li><li>Calming - The ability to significantly reduce or stop someone from feeling upset, angry, anxious, or excited</li><li>Objective - Not influenced by personal feelings, biases, or opinions when representing information or handling a situation.</li><li>Thoroughness - Taking great care and attention to detail. Completed in all aspects, without errors or omissions.<br /></li></ul></p></p>