Tech Incident Coordinator

As an ITO Incident Coordinator, you are part of a dynamic team that is the first line of defense in making
sure any incidents, monitoring events, or service requests are quickly identified, logged, communicated,
and appropriately dealt with either through known resolution procedures or escalation. You will work
closely in tandem with second-tier support teams and other IT functions such as infrastructure,
networks, telecoms, enterprise applications, and software development.

Responsibilities:

The ideal candidate will:
• Provide comprehensive first-tier IT support for the efficient resolution of incidents and requests.
• Open incident chat room(s) and engage key stakeholders in the earliest stages of the crisis.
• Handle multiple incoming Events and Reports: acknowledge, interpret, prioritize, document,
investigate & resolve (or escalate), and notify.
• Assist in Root Cause Analysis.
• Ensure lower-priority incidents are handled and followed through to completion.
• Provide excellent customer service skills, problem-solving skills, technical thinking/reasoning
skills, and a high level of individual judgment to ensure customer satisfaction.

Requirements:

• Degree or technical certificate with two or more years of technical support experience, OR
comparable training with technical support experience.
• Excellent English communication skills, both verbal and written.
• Knowledge of major desktop software applications, hardware, and networking concepts.
• Ability to quickly analyze issues and determine possible causes, and to identify appropriate
solutions or escalation paths. A high aptitude for problem-solving is required.
• Ability to understand and empathize with customer concerns/issues, remaining committed to
providing quality results.
• Ability to apply discretion resulting in appropriate/desired resolutions.
• Autonomous, detail-oriented, highly organized, and quick to adapt to changes.
• Ability to work on a rotational shift basis, on weekends, and outside of typical business hours.
• Ability to connect and build relationships with customers via virtual methods, phone, email, and
instant messaging.
Desirable Skills/Qualifications:
• Experience in a technology support organization.
• Experience with monitoring systems and ticketing tools.
• Experience supporting remotely located end users, and an understanding of the impact of
technology on the business.
• ITIL® Foundation certification