We are seeking a customer-focused Service Coordinator & Support Technician to coordinate incoming service requests, prioritize and assign tickets, monitor service levels, communicate with clients, and provide remote technical support. This hybrid role is essential to maintaining an organized, responsive, and efficient service desk.
Job Summary
Join our dynamic team as a Service Coordinator & Support Technician, where you'll serve as the central coordination point for all incoming service requests while also providing direct technical support to clients. This hybrid role is responsible for monitoring support channels, triaging and dispatching service tickets to the appropriate technical resources and resolving a variety of end-user technical issues remotely.
Responsibilities | Service Dispatch and Coordination
- Monitor and manage all incoming service emails, support requests, and ticket queues.
- Conduct initial ticket intake and gather all required information before assignment
- Review, categorize, prioritize, and dispatch service requests according to urgency, technical requirements, and SLA commitments.
- Assign tickets to the appropriate technicians, cybersecurity analysts, engineers, project teams, or departments.
- Monitor workloads and technician availability to ensure efficient resource allocation.
- Escalate critical incidents and security-related issues to senior technical staff and management.
- Track ticket progress and follow up to ensure timely resolution.
- Maintain accurate ticket documentation and service records.
- Coordinate communication between clients and technical teams regarding service requests and updates.
- Monitor unassigned, aging, overdue, and SLA-at-risk tickets.
- Perform other duties and responsibilities as assigned by the direct manager to support departmental and organizational needs.
Responsibilities | Technical Support
- Provide Level 1 and Level 2 remote technical support to clients.
- Troubleshoot and resolve issues related to:
- Microsoft 365
- Windows operating systemsUser accounts and password resets
- Email services and Outlook
- Network connectivity
- VPN access
- Printers and peripherals
- Endpoint security solutions
- Basic cloud services and applications
- Utilize remote management and monitoring (RMM) tools to assist end users.
- Diagnose and resolve technical issues while maintaining detailed documentation.
- Identify recurring issues and recommend long-term solutions.
- Escalate complex technical issues when necessary.
- Participate in the company’s on-call rotation, including occasional after-hours, weekend, and emergency support as scheduled.
- Serve as a primary point of contact for client support requests.
- Deliver professional, responsive, and customer-focused service.
- Provide timely updates and status communications to clients.
- Build positive client relationships through effective communication and problem resolution.
Responsibilities | Client Service
- Serve as a primary point of contact for client support requests.
- Deliver professional, responsive, and customer-focused service.
- Provide timely updates and status communications to clients.
- Build positive client relationships through effective communication and problem resolution.
Responsibilities | Operational Support
- Assist in maintaining SLA compliance across all service requests.
- Support service desk processes and continuously identify opportunities for improvement.
- Contribute to knowledge base documentation and standard operating procedures.
- Participate in team meetings and service reviews.
Qualifications | Required
- Minimum 2–3 years of experience in an IT support, service desk, helpdesk, dispatching, or MSP environment.
- Strong understanding of Microsoft 365 administration and support.
- Experience troubleshooting Windows desktop and laptop environments.
- Familiarity with Active Directory, Azure AD (Entra ID), and user account management.
- Experience using ticketing and PSA systems.
- Strong organizational and time-management skills.
- Excellent written and verbal communication skills.
- Ability to prioritize and manage multiple tasks simultaneously.
Qualifications | Preferred
- Experience working for a Managed Service Provider (MSP) or Cybersecurity Services company.
- Experience with Remote Monitoring & Management (RMM) tools.
- Knowledge of cybersecurity best practices.
Join us in delivering top-tier IT support that keeps our organization running smoothly! Your expertise will empower users, streamline operations, and contribute to a vibrant tech-driven culture built on innovation and teamwork.
Pay: $23.00-$26.00 per hour
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Vision care
Application question(s):
- Do you have a valid BC Drivers License?
- Where are you currently living and located?
- What makes you a standout candidate?
- Can you reliably and work full time from our office in Abbotsford, BC?
- Did you answer every question above? All questions must be answered for your application to be evaluated.
Work Location: In person
