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.
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.
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.
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.
Black Box Network Services