Technical Support Coordinator

Job Description: Technical Support Coordinator

Position Overview:

We are seeking a proactive and customer-focused Technical Support Coordinator to join our IT team. This role is responsible for managing and resolving Tier 1 support tickets while ensuring a seamless and efficient user experience. The ideal candidate will have excellent communication skills, a passion for technology, and the ability to diagnose and resolve basic technical issues promptly.

Key Responsibilities:

Ticket Management: Monitor, prioritize, and resolve Tier 1 support tickets through the helpdesk system, escalating complex issues to higher tiers as needed.

Technical Assistance: Provide first-level troubleshooting for hardware, software, network, and user access issues.

Customer Support: Deliver exceptional customer service by responding to inquiries via phone, email, or chat in a professional and timely manner.

Documentation: Maintain accurate records of issues, resolutions, and user interactions in the ticketing system.

Resource Guidance: Assist end-users by providing clear instructions, FAQs, and knowledge base articles for common issues.

Collaboration: Work closely with Tier 2/3 support teams to ensure smooth issue escalation and resolution processes.

System Monitoring: Perform routine system checks and proactively address potential technical issues before they impact users.

Qualifications:

Proven experience in a customer support or helpdesk role, preferably in a Tier 1 capacity.

Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, or Jira).

Basic understanding of IT systems, including Windows/Mac operating systems, MS Office Suite, and network troubleshooting.

Strong problem-solving skills and attention to detail.

Excellent verbal and written communication skills.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Team-oriented with a focus on collaboration and user satisfaction.

Preferred Qualifications:

Experience with remote support tools and basic IT troubleshooting practices.

Certifications such as CompTIA A+, ITIL Foundation, or related credentials are a plus.

Work Environment:

This position may require occasional on-call support outside regular business hours.

The role may be on-site, hybrid, or remote depending on the company’s operational needs.