Are you looking for a place to work with ZERO drama, egos, hidden agendas or corporate politics? Do you want to feel appreciated for your skills and hard work instead of having your ambition and drive sucked out of you with all the B.S. you have to deal with?

If so, read on.

Now celebrating our 27th Anniversary, Secure Future Tech Solutions is an IT industry leader, specializing in servicing small to medium sized businesses in the Southern New England region. We are growing rapidly and are in need of an IT Service Coordinator to join our dynamic team.

Secure Future Tech's Mission: To provide expert technology guidance to the SMB market, through a professional partnership that provides a solid foundation to secure and grow their businesses.

The ideal candidate will align with our mission.

Job Summary:

In your role as IT Service Coordinator, your primary responsibility is to prioritize and coordinate the activities and responsibilities of the Service Delivery Team.  In your role, you will also be responsible for providing dedicated assistance to the team and ensuring consistent service and support is provided to our clients.

This integral position requires a high level of independence and strong interpersonal client service skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking.  We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets.

Essential Duties & Responsibilities:

  • Answer all incoming service calls and emails in a friendly and calm tone.
  • Manage the service delivery team’s daily activities as well as oversee the dispatch process of service requests via Autotask.
  • Ensure Field Engineers receive daily schedule reminders, work orders and material packing lists.
  • Identify and escalate client issues that cannot be resolved in a timely manner to Service Manager.
  • Drive client issue investigations and resolutions as required.
  • Assist in maintaining process documentation for the service delivery team.
  • Responsible for service scheduling, escalation and client satisfaction.
  • Active role in daily management of all service calls and tickets to ensure maximum utilization of service team.
  • Ensure that systems, processes and methodologies are followed according to company culture and guidelines.
  • Provide reports to Senior Management either on an agreed upon schedule and/or when requested.
  • Build relationships with clients and participate in necessary client meetings – Pre and Post Sales.
  • Assist Service Manager with scheduling of projects and resources.

Knowledge, Skills and Abilities:

  • Knowledge of IT applications, processes, software, and equipment to match team resources to technical issues appropriately.
  • Strong organizational, oral presentation, written, and client services skills.
  • Experience in strategic planning with an ability to forecast and plan over a 6-12-month period.
  • Demonstrated ability to work as a team player and drive organizational goals.
  • Strong analytical skills a plus.
  • Ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies.
  • Ability to work in a team and communicate professionally with tact and confidence.
  • Awareness of all aspects of organizations key IT service offerings for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.

Credentials & Experience:

  • Associates degree in computer-related field, with courses in computer science OR Three to Five years of related experience or equivalent combination of education and experience.

For immediate consideration please send resume to:  lshorr@securefuturetech.com

For more information visit our website:  https://www.securefuturetech.com