Technical Support Coordinator

Job description

Cetrom Information Technology, Inc. is a growing, fast-paced cloud computing provider with clients across the country in many different industries. Committed to excellence, Cetrom believes that to be the best provider of custom cloud solutions, it must continually innovate, adapting to the needs of the expanding market and developing smarter environments that meet the demands of the evolving industry. Founded in 2001, Cetrom has maintained a reputation for innovative product design and exceptional customer service. At the core of Cetrom’s success is a corporate culture that embraces thinking creatively, communicating ideas, and exploring unique talents. Cetrom is looking to expand its support team and is seeking a Support Coordinator

The role of the Support Coordinator is to coordinate the day-to-day processing of support requests and to oversee an exceptional level of ticket handling. The ability to adapt and to lead above and beyond the call of duty are essential qualities in this position. The ideal candidate will have 3+ years in an MSP environment as well as ticket routing experience. Ideal applicants will meet all of the below requirements.

Key responsibilities for the position

· Assist in the development of ticket lifecycle and documentation standards, including SOPs

· Route and assign tickets based on skillsets and team responsibilities.

· Identify trends, follow up on patterns, and address gaps in ticket handling

· Assist in monitoring ticket metrics to ensure KPIs and SLAs are met

· Assist in the development and monitoring of dashboards and gauges (BrightGauge/Autotask)

· Identify patterns to predict future staffing needs

· Maintain system documentation and logs

· Continue infinite self-education to stay on the cutting edge of certifications in relevant fields for displaying credibility to internal staff, clients, and prospect clients

The desired candidate will have the following skills/experience

· Organizational skills in both individual and team environments

· Deductive reasoning in regard to IT environments to effectively sort and classify tickets

· Familiarization with process writing, standard operating procedures, and guides

· Strong work ethic and desire to learn new skills

· Ability to multitask and meet tight deadlines

· Attention to detail and thorough diligence in completing assignments

· Familiarity with ticketing systems such as Autotask, ConnectWise Manage, or Service Now

· Must have familiarity with MSP or IT support desk processes and workflows

Other requirements:

· Strong written and verbal communication skills

· Mature self-starter, capable of being self-directed

· Works well in a team or independently

· Technologically focused and customer-oriented

· U.S. Citizenship or Permanent Resident status required for employment

Job Type: Full-time

Pay: $40,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Performance bonus
• Yearly bonus

Experience level:

• 3 years

Schedule:

• 8 hour shift

Work Location: Remote