IT Tech - Tier 2/Service Coordinator

HCS Technical Services LLC

San Marcos (TX)

On-site

USD 31,684 - 38,572

Full time

14 days+

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Benefits offered by this job

401(k)

Health insurance

Paid time off

Vision insurance

Job summary

A dynamic Managed IT Services firm seeks an IT Tech - Tier 2/Service Coordinator. This role involves managing service requests, mentoring Tier 1 technicians, and ensuring high-quality IT service delivery. Ideal candidates should have 2-3 years of experience in technical support, possess A+ and other relevant certifications, and demonstrate strong communication and organizational skills.

Qualifications

2-3 years of experience in a technical support role is required.
Experience with service delivery tools including RMM and PSA is preferred.
Familiarity with network infrastructure and operating systems is essential.

Responsibilities

Manage service requests ensuring timely delivery of IT services to clients.
Serve as an escalation point for tickets T1 staff cannot resolve.
Collaborate with the Operations Manager to improve service delivery quality.

Skills

Communication skills

Organizational skills

Analytical skills

Technical knowledge

Education

A+ certification

MS900 certification

Network+ certification

Security + certification

Job description

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️Founder and CEO at HCS Technical Services LLC, ️Growth Fanatic

HCS Technical Services LLCis a dynamic Managed IT Services firm that provides first-class solutions, implementation, monitoring & support services to the business community. Our primary objective is to deliver business solutions that ensure clients achieve and maintain a competitive edge.

An ideal candidate would be an experienced Tier 2 or 3 IT generalist who is able to confidently take on issues escalated from T1 team members.

The success of our business is founded on our great relationships with our clients, which means prompt, friendly and successful customer service outcomes. We are looking for someone who will be able to solve higher level ticket issues as well as coordinate the service boards to ensure quality service delivery. This position requires a high level of organization, multi-tasking and technical knowledge. Additionally, the Service Coordinator will mentor and coach the T1 technicians to ensure the best methods are in use to meet the client's needs.

Essential Duties and Responsibilities:

The Service Coordinator will be responsible for handling and resolving T2/T3 service requests as well as ensuring overall timely and effective delivery of IT services to clients. This will involve coordinating with clients, technical staff, and vendors to schedule service delivery, track progress, and ensure that service level agreements (SLAs) are met.

Specific Duties:

Manage service requests or tickets ensuring timely and effective delivery of IT services to clients.
Serve as an escalation point for tickets that T1 staff is unable to solve.
Collaborate with the Operations Manager to develop and implement strategies for improving service delivery quality and efficiency.
Maintain a high level of customer satisfaction by ensuring timely, effective, and responsive service across the Service Team.
Ensure compliance with Service Level Agreement (SLA) contracts, service delivery policies, HCS procedures, and guidelines.
Generate reports on service delivery metrics, including SLA adherence, performance trends, and areas for improvement.
Act as a liaison between clients, technical staff, and vendors to ensure effective communication and collaboration.
Lead team of T1 IT Specialists providing feedback, coaching, and mentoring.
Lead regular ticket review meetings with the Service Team
Manage and monitor adherence to internal KPI (Key Performance Indicator) goals set by management.

Knowledge, Skills, and/or Abilities:

The items listed below are representative of the knowledge, skill, and/or ability preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent communication and interpersonal skills to manage relationships and expectations with clients, technical staff, and vendors.
Strong organizational and time management skills to manage service requests, schedules, and documentation effectively.
Strong analytical skills to monitor and track service delivery metrics and identify areas for improvement.
Ability to think strategically and contribute to service delivery strategy and planning, as well as execute tactical initiatives.

Credentials and Experience:

At least 2-3 years of experience in a technical support role in an IT or MSP environment.
Experience with service delivery tools and systems, including remote monitoring and management (RMM), professional services automation (PSA), and ticketing systems.
Experience with network infrastructure and software, including operating systems, virtualization, and cloud technologies.
A+ certification ideal
MS900 certification ideal
Network+ certification ideal
Security + certification ideal

Job Type: Full-time

Pay: $23.00 - $28.00 per hour

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

Schedule:

8 hour shift

Application Question(s):

HCS staff works primarily in the office in San Marcos, TX and reliable transportation is necessary for client on-site visits. Please ensure you are prepared to report to work in San Marcos, TX and have reliable transportation prior to applying.

Experience: