Technical Coordinator

Black Box Network Services Murfreesboro , TN 37130

Posted 3 weeks ago

The Technical Coordinator provides exceptional support service and is a hybrid role with external customer and internal technician front line support encompassing five (5) core business areas; Network Infrastructure, VOIP, Retail Systems, Route/Swich, and Wirelesscall center support for VoIP systems help desk support for internal and external clients.

Position focus is on flexibility, availability, adaptability, with a superior level of focus on service, and awareness of SLAs with the expectation to exceed expectations in all areas of responsibility.

Schedule: This position is flexible between 1st and 2nd shift.

Responsibilities:

  • Provide first level support for more complex projects.

  • Ensure service level agreements are maintained and exceeded.

  • Manage multiple project management, ticketing, and CRM tools to ensure proper workflow of support documentation.

  • Provide first level help desk support for both external and internal customers, encompassing: Desktop/Laptops, Routers, Switches, Wireless Devices, Networking Devices, Printers, and Servers, Cabling, Network Infrastructure Buildouts; with a focus on first call resolution.

  • Interact with team members, management, various internal departments, business partners, and third party organizations to maintain workflows, escalate, and ultimately resolve project issues.

  • Provide first level service via phone and WebEx for support involving different projects.

  • Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.

  • Monitor project schedules to ensure timely technician arrival and departure and update system notes accordingly.

  • Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.

  • Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.

  • Analyze project data to identify and implement lessons learned, efficiencies and enhanced service.

  • Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.

  • Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services supported.

  • Meet all financial performance objectives for area of responsibility and take corrective action as needed.

  • Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.

  • Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.

  • Foster and contribute toward collaborative working relationships within GSI operations and across all levels and departments of the organization to execute service desk functions and company priorities.

  • Achieve performance targets established by leadership for applicable Key Performance Indicators.

  • Perform other duties as assigned by management.

  • This position has no direct reports.

Education Requirements:

  • High School diploma required; Associates Degree in Information Technology or related, preferred.

Experience Requirements:

  • 3 -5 + years of relevant experience.

  • Technology services or managed service provider experience preferred.

Other Qualifications, Skills & Certifications:

  • Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.

  • Advanced understanding of Network Infrastructure installations is required (cabling, rack and stack, retail systems)

  • Advanced understanding of TCP/IP/LAN/WAN Protocols preferred; entry level understanding required.

  • A+, N+, BICSI, and CNET Certifications are a plus

  • Unified Communications experience is a plus.

Competencies:

  • Excellent problem solving skills with demonstrated success in root cause analysis.

  • Ability to prioritize tasks based on urgency and scope.

  • Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.

  • Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.

  • Ability to mentor and help in development of Response Center Analyst 1 team members.

  • Demonstrated ability to continuously expand and leverage knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.

  • Strong organizational and time management skills to set priorities and handle multiple tasks efficiently to meet client needs.

  • Service awareness of all organization's key product and service offerings for which support is being provided.

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Technical Coordinator

Black Box Network Services