Service Coordinator

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Competitive salary
• Location: Sydney, Australia (preferably near the east coast)
• Shift: Tuesday through Saturday, 6am-3pm AEST (USA overnight shift coverage)

Align seeks an IT Service Coordinator to work within Managed Services. This role requires prior experience as an IT Coordinator with strong organization, scheduling, communication, and customer service skills. The IT Service Coordinator will assist with scheduling support work for clients, dispatching desktop support engineers, working with clients, supporting customer services initiatives, and maintaining client relationships.

Requirements

• 1 to 3 years of experience within an IT Support role or IT Project Coordinator role.
• Proficient in Microsoft Office / O365.
• Strong scheduling, coordination, and follow-up skills.
• Excellent verbal communication and documentation skills.
• Detail-oriented with the ability to ensure accurate tracking of deliverables.
• Basic technical or operations knowledge (help desk, desktop support, server support, NOC, data center operations) is a plus, but not required.
• Proficiency using ConnectWise or similar ITSM-oriented ticketing systems is a plus.

Responsibilities

• Manage ticket flow in our IT Service Management Platform (ConnectWise).
• Act as the primary point of contact for customer service and issue resolution, assigning tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC, and IT Systems Administrators.
• Schedule support coverage for shifts within our NOC and ITSD, including client site work, white glove / VIP support, and project work.
• Own tickets to ensure processes are followed, communication is thorough, documentation is accurate, and tickets are closed out.
• Assist with generating reports related to client SLAs and support quarterly client Account Business Reviews (ABR).
• Drive customer service and client relationship initiatives.
• Perform any additional or alternative duties as required.

Company Information

Align is a premier global provider of technology infrastructure solutions, specializing in designing and deploying technology infrastructure from the desktop to the data center, as well as providing managed IT services. Our professional services team offers strategic consulting, design, project management, engineering, implementation, and support across Workplace Technology, Data Center Solutions, and Migrations & Cloud. Our Managed Services team provides IT services and cybersecurity advisory for clients within the Alternative Investment industry. Align is a Microsoft Tier 1 Cloud Solutions Provider (CSP) and Gold Partner.

For more details, visit www.align.com.