Technology Operations Support Coordinator

Allegis Global Solutions; Manila; On-site; PHP 350,000 - 550,000; Full time

Job summary

Allegis Global Solutions is seeking a Technology Operations Support Coordinator to partner with AGS Technology Analysts and PMO teams. The role focuses on day-to-day technology support, incident tracking, and central contact for program technology needs.

You will help with provisioning for ACUMEN IWP products, maintain documentation, monitor SLAs, and assist with basic troubleshooting while coordinating global VMS outages and supporting internal teams.

Qualifications

• Bachelor’s Degree or equivalent experience preferred.
• MSP experience is a plus.
• Experience with AGS VMS engagements tools (Beeline, Fieldglass, IQ Navigator, Salesforce, SharePoint) is preferred.
• Strong customer service experience is required.
• Proficient in Microsoft Office products and able to multitask in a fast-paced environment.

Responsibilities

• Document, submit and monitor inquiries, incidents, and service requests via Salesforce.
• Granting software licenses and tracking access requests.
• Ensure all case information and attachments are received before escalation.
• Track technology issues and resolutions in Salesforce.
• Triages tickets before reassigning to Tech Ops Analysts.
• Create, update and maintain AGS Technology Operations documentation.
• Report technology SLAs and metrics for continuous improvements.
• Assist Analysts with basic questions about functionality and configuration.

Skills

Strong customer service

Multitasking

Cross-team communication

Attention to detail

Problem-solving

Education

Bachelor’s Degree or equivalent experience

MSP experience

Tools

Beeline

Fieldglass

IQ Navigator

Salesforce

SharePoint

Job description

Job Description:

Company Description

Working at Allegis Global Solutions (AGS) is more than just a job. It’s a career. It’s a community of people who invest in your development and empower you to blaze your own trail. Each of us is here to create real, measurable impact that moves needles. We operate beyond "roles" or "jobs" to realize the opportunity to make meaningful contributions to a bigger idea. Because we believe that when you build a workforce that’s designed to harness human enterprise, you design a workforce that’s built for impact.

At AGS, we help companies all over the world transform their people into a competitive advantage. It’s not about filling seats. It’s about designing workforces to meet missions and unleash the most transformative power in business today: The power of human enterprise.

With services around the globe, we have a point of view on the future of work that enables us to be a transformative partner in the way work gets done for our clients’ organizations. Meeting clients where they are, we design a plan and guide them along a transformational journey, applying bold actions and diverse minds to solve the most complex challenges – from permanent and extended workforce management to services procurement, consulting, direct sourcing and our Universal Workforce Model™.

We also represent over 100 countries and speak dozens of languages. So as you’re building relationships and doing your job, you’ll be exposed to other cultures and advancement opportunities while expanding your knowledge of global markets and strategies.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.

Job Description

The Technology Operations Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various activities critical to our AGS program’s day-to-day success. They will also support provisioning for ACUMEN IWP products. This position includes developing a strong partnership with all internal AGS teams and conducting tactical support on day-to-day technology related work efforts.

This role will provide superior customer service, timely record keeping of technology related incidents and service requests while offering a convenient central point of contact for AGS Technology teams.

Responsibilities

• Document, submit and/or monitor inquiry, incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.com
• Granting software licenses for Internal technologies and ensuring tracking of access requests
• Ensure all information and attachments relevant to the case are received prior to escalation
• Track new technology issues, updates and resolutions through Salesforce
• Triages tickets before reassigning to Tech Ops Analysts and Tech CoE
• Create, update and maintain all AGS Technology Operations support documentation as necessary
• Capturing and reporting out on technology SLAs and other defined metrics for continuous improvements.
• Assisting the AGS Technology Analysts in handling basic questions concerning functionality and configuration settings in the technologies utilized by the Program Management Office.
• Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts or VMS Partners.
• Initial Testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.
• Coordinates VMS outages globally.

Qualifications

• Bachelor’s Degree or equivalent experience preferred
• MSP experience a plus.
• Experience is a plus with the standard technologies utilized by AGS VMS engagements (ex. Beeline, Fieldglass, IQ Navigator, Salesforce, SharePoint, etc.).
• Strong customer service experience
• Previous software administration and support experience preferred
• Proficient in Microsoft Office products
• Ability to multitask in a fast-paced environment
• Able to follow and influence processes and ensure adherence by other teams
• Ability to meet deadlines, prioritize high volumes of tasks and troubleshoot technology issues
• Great attention to detail. Strong conceptual, analytical and problem-solving ability.
• Excellent Organisational Skills
• Good interpersonal skills with the ability to communicate and work effectively across teams
• Can work both on own initiative and as part of a team when necessary
• Average PC skills, excellent written and verbal skills, and proven customer service skills
• Ability to adapt quickly and possess flexibility with working in a constantly evolving field.

Additional Information

As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.