Service Coordinator, Tier 1 Support

Service Coordinator, Technical Level 1 Support

Permanent, Halifax

NicomIT Solutions is a leader in Technology Management Solutions to our global and Canadian midsize and enterprise clients. We are seeking a skilled and experienced Tier 1 Helpdesk and Service Coordination Specialist to join our dynamic Information Technology team. You will play a pivotal role in providing exceptional customer support at the Tier 1 level, while also coordinating and scheduling service delivery activities for our local technicians. Your expertise in technical support, communication, and service coordination will be crucial in ensuring the seamless resolution of IT issues and the efficient deployment of our on-site resources. If you are a results-oriented individual with a track record of success, we want to hear from you! We have an abundance of clients who love our team and our solutions, and you will be positioned to make an immediate impact right away. Our team is collaborative and loves to share success – we all win!!

Responsibilities:

1. Tier 1 Support: Provide timely and accurate Tier 1 technical support to end-users, addressing issues related to hardware, software, network connectivity, and user accounts.

2. Issue Triage: Assess incoming support requests, prioritize them based on urgency and impact, and provide preliminary troubleshooting to resolve common problems or escalate to higher tiers as necessary.

3. Service Coordination: Collaborate closely with local technicians to understand their availability, skills, and workload. Efficiently schedule and coordinate service appointments, optimizing technician resources to meet service level agreements.

4. Resource Allocation: Assign service tickets and tasks to appropriate technicians based on their expertise and proximity to the location, ensuring efficient resource allocation and timely issue resolution.

5. Communication: Maintain clear and proactive communication with end-users, technicians, and other stakeholders to provide status updates, gather additional information, and manage expectations throughout the support and service coordination processes.

6. Documentation: Accurately document all support interactions, troubleshooting steps, and service coordination activities in our IT ticketing and documentation systems.

7. Problem Resolution: Identify recurring issues and contribute to the development of knowledge base articles and solutions to enhance the efficiency of Tier 1 support activities.

8. Quality Assurance: Monitor and evaluate the quality of service provided by local technicians, ensuring adherence to technical standards, procedures, and customer service expectations.

9. Continuous Improvement: Collaborate with the IT leadership team to identify opportunities for process improvements, automation, and enhancements in the Tier 1 support and service coordination workflows.

Qualifications:

- Proven experience in providing Tier 1 technical support.

- Experience in coordinating and scheduling on-site service delivery activities is a plus.

- Strong understanding of hardware, software, networking, and operating systems commonly used in enterprise environments.

- Excellent problem-solving skills, with the ability to diagnose and resolve technical issues effectively.

- Exceptional communication skills, both written and verbal, to interact professionally with end-users and technical staff.

- Strong organizational skills and the ability to manage multiple tasks and priorities simultaneously.

- Proficiency in using IT ticketing systems, knowledge bases, and service coordination tools.

- Familiarity with ITIL practices and methodologies is advantageous.

- Relevant technical certifications (e.g., CompTIA A+, ITIL Foundation) are preferred.