service coordinator Pasadena, CA
Job description
We are seeking diligent, amiable, and talented systems engineers to provide superior customer service to our clients. We are a Managed Service Provider (MSP) that delivers services to small-medium sized businesses. Our engineers monitor, manage, and support all aspects of our clients’ environments, including but not limited to their workstations, phones, servers, networks and applications. Our engineers also work hard to identify problems and resolution activities, as well as to grow and to develop the organization's perception with existing customers through exceptional customer service. They are highly organized, able to self-manage and possess great interpersonal communication skills.
We have an amazing team of systems engineers on staff, and we are interested in even more amazing people to join and grow with our team! The successful candidate will possess the following:
- Good Character
- Delivery of customer service that exceeds expectations
- Lifelong love of learning
- The ability to create fun
- The ability to work on and contribute to a team
- Communicate with users via phone, e-mail, and IM/chat to quickly resolve issues in the most efficient manner all the while ensuring that customers feel value, satisfaction, and empathy.
- Provide technical support for all levels of staff from end-user to executive.
- Utilize a centralized ticketing system to resolve, document, manage and communicate with users.
- Provide support for VOIP telephone systems, including handsets and conference room phones.
- Provide support for PC users, including office and remote employees.
- Perform detailed and easy to read documentation on troubleshooting steps to facilitate working together with others.
- Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within the organization and selected vendors on unresolved issues.
- Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.
- Install and configure workstation, telephony, video, and mobile hardware/software as required.
- Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.
- Assist the team with reducing the amount of trouble tickets generated by participating in process improvements, candid and business direct feedback and participating in meetings providing value add dialog for the betterment of the group.
- Ability to communicate effectively with technical and non-technical users.
- Provide desktop & end-user support for both hardware and software.
- Knowledge of common desktop applications such as MS Office Suite, Adobe products and Intuit products.
- Excellent troubleshooting skills with different Operating Systems such as Windows 7, Windows 10, and MAC OSX.
- Familiar with SAS solutions such as Office 365, G Suite and Adobe CC.
- Ability to work independently as well as on a team.
- Ability to learn and document processes of third-party applications that you might not be familiar with.
- Be a self-starter, eager to learn and get involved in the troubleshooting process.
- Experience with backup solutions.
- Experience working for an MSP a plus.
- Bachelor’s Degree in computer science or related field or equivalent experience, plus 1 year working experience in related field for Level 2 positions
- VMware Certifications is a plus
- Microsoft Certifications is a plus
- CompTIA Certifications is a plus
