Service Coordinator – Systems Engineering

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October 25

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Gabtech Global, LLC

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B2B • Recruitment • SaaS

Gabtech Global, LLC is a global staffing company that provides remote professionals from the Philippines to help businesses grow operationally and cost-efficiently. Established in 2017, it provides a range of services including talent sourcing, customer service, accounting, virtual assistants, and more, all tailored to meet client needs. With a commitment to seamless transitions, low risk, and full control retention for clients, Gabtech Global aims to be a one-stop-shop staffing partner for startups and established businesses alike.

51 - 200 employees

Founded 2017

🤝 B2B

🎯 Recruiter

☁️ SaaS

📋 Description

• The Service Coordinator is responsible for attaining maximum utilization of technical resources through daily dispatch and coordination of service requests. • Perform service request intake from clients; assign and schedule tasks for techs based on urgency and maintenance activities and conduct continuous service level audits of client-facing communications. • Assign new service tickets within ticket SLO time constraint. • Monitor the service desk dashboard and coordinate timely response to customer communications. • Re-assign engineering tickets when needed due to critical priorities. • Keep leads and engineers current on shifting ticket priorities. • Daily review of engineer time entries and follow-up on necessary corrections. • Daily review of upcoming and completed maintenance execution and flagging work items requiring additional action. • Assign all reactive and proactive tickets for support to the appropriate technical resource for quickest resolution for the client. • Ensure tickets move through the ticket lifecycle on time. • Coordination of assigned support tickets to ensure maximum utilization of billable resources and work with other teams if further utilization is necessary. • Assist with coverage of dispatch function as needed due to PTO, absence, lunch breaks, etc. • Communication with clients as required to gather additional information if a ticket is unclear. • Communication with internal resources as required. For example: to alert technicians of high and critical priority issues, coordinate with account managers about client requests or issues, and to alert team leads of critical issues or scheduling requirements. • Ensure timely turnaround of client requests. • Ability to work in a team and communicate effectively. • Improve usage and increase productivity of IT support resources. • Escalate service requests that cannot be scheduled within agreed service levels. • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. • Enter all work as service tickets or activities into ConnectWise. • Quality Control: every ticket’s set up before assigning proper resources. • Participate with the change management process regarding future resource planning and work scheduling. • Support department goals by monitoring and following up with backlog tickets. • Communicate trends, significant problems, and unexpected delays to peers and leadership. • Improve processes by recommending and assisting in the execution of new ideas. • Escalate issues to Engineers and other technical teams as necessary. • Cooperate with other employees to create a trusting, honest, and productive work team. • Accept other duties as they are assigned from time to time.

🎯 Requirements

• Minimum of 2 years of experience working in an IT environment. • 2-3 years in Support Center or Call Center environments. • Minimum of 2 years performing or leading internal performance audits (QA) of ticket and chat interactions. • 1-2 years project management experience (certifications not required) • Familiarity with the following technologies: • Server OS (2008/2008 R2/2012/2012 R2/ 2016/2019/2022) • Azure Virtual Desktop • Microsoft Teams • Active Directory • Mobile devices and access methods • Scanning/Printing/ Other basic hardware • Microsoft Office Exchange/O365 • Exceptional communication skills through phone, ticket, and email. • Operational understanding of the usage of monitoring systems. • LogicMonitor experience is a plus. • Operational understanding of IT Software. • Operational understanding of ConnectWise.