Coordination Engineer

## Description **About Courser** Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success. **Coordination Engineer** We are seeking a highly organized and technically capable Coordination Engineer to join our Service Delivery team. Serving as a critical link between clients and technical staff, this role combines service coordination, ticket dispatching, and hands-on support to ensure client issues are prioritized, routed, and resolved efficiently. The ideal candidate is a strong communicator and problem solver who thrives in a fast-paced environment, enjoys balancing multiple priorities, and is committed to delivering exceptional client service while supporting team success and service level objectives. **Key Responsibilities:** **** - Serve as a primary point of contact for inbound client requests received via phone, email, and service portals. - Triage, prioritize, and route service requests to the appropriate technical resources for timely resolution. - Monitor ticket queues to ensure prompt response times, efficient workflow management, and adherence to service level agreements (SLAs). - Coordinate ticket assignments and assist with workload balancing to optimize Help Desk efficiency and client satisfaction. - Provide basic technical support, including password resets, account unlocks, and other routine service requests. - Collaborate closely with Help Desk engineers and leadership to drive ticket progression and resolution. - Maintain accurate ticket documentation and gather necessary information to support efficient issue resolution. - Assist with service delivery reporting, operational templates, and other processes that support Help Desk health and performance. - Communicate effectively with clients and internal team members to provide updates, set expectations, and ensure a positive service experience. - Contribute to a collaborative team environment focused on operational excellence, continuous improvement, and shared success. - Continuously expand technical knowledge and participate in skill development opportunities to support career growth and increased technical responsibilities. - Other duties as assigned **Qualifications:** · 1+ years of experience in a Help Desk, Service Desk, IT Support, Dispatch, Service Coordination, or customer service role. · Demonstrated ability to manage multiple priorities and maintain attention to detail in a fast-paced environment. · Strong verbal and written communication skills with the ability to interact professionally with clients, vendors, and team members. · Foundational knowledge of Microsoft Windows, Microsoft 365, user account administration, and common business technology platforms. · Ability to analyze information, gather critical details, and accurately document client requests and service activities. · Strong organizational and time management skills with the ability to prioritize work effectively and adapt to changing business needs. · Proven ability to work collaboratively within a team environment while maintaining personal accountability and ownership of assigned tasks. · Customer-focused mindset with a commitment to delivering a positive service experience and setting clear expectations. **Preferred Experience:** · Experience working with ticketing, PSA, or service management platforms (namely ConnectWise). · Willingness to continuously learn and develop technical skills within a managed services environment. · Experience troubleshooting basic technical issues, including password resets, account unlocks, printer issues, and workstation support. · Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of educa…