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Service Coordinator

2 weeks ago

Sydney, Australia Align Communications Full time

Join the Team

Is technology your passion? Do you want to work with smart, forward-thinking individuals? Do you want to grow in career you love?

At Align, our professionals are the key to our success. We don't just hire talent, we invest in exceptional people who are forward-thinking, results-driven, and passionate about what they do. We're a group of tech-savvy professionals who are motivated by making an impact. Our culture is one of unbounded opportunity that celebrates the passions, skills and ideas of our team—work hard, play hard, be smart

We believe great communities lead to great companies. That's why we offer a dynamic workplace where you feel inspired, engaged and innovative. We offer professionals opportunities to train in the leading technologies, make an impact within the industry and acquire valuable new skills whether on client sites or in one of our regional offices.

**Overview**:

- The IT Service Coordinator will be based out of Sydney, Australia, preferably near the east coast (based on time difference, to cover USA overnight shift)
- This position is fully remote and covers the morning shift from 6am-3pm AEST Tuesday through Saturday
- This is a full-time position offering a competitive salary

**Responsibilities**:

- Manage ticket flow in our IT Service Management Platform (ConnectWise)
- Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC and IT Systems Administrators
- Schedule support coverage for shifts within our NOC and ITSD, work to be performed at client sites, white glove / VIP support, and project work
- Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out
- Assist with generating reports related to client SLAs and assist with quarterly client Account Business Reviews (ABR)
- Drive customer service and client relationship initiatives
- Any additional or alternative duties that are reasonably consistent with position as required

**Preferred Qualifications**:

- 1 to 3 years of experience within an IT Support role or IT Project Coordinator role
- Basic technical or operations knowledge (help desk, desktop support, server support, NOC, data center operations) would be a plus, but is not required
- Any proficiency using ConnectWise or similar ITSM-oriented ticketing systems would be a plus

**Qualifications**:

- Proficient in Microsoft Office / O365
- Strong scheduling, coordination, and follow up skills
- Must have excellent verbal communication and documentation skills
- Detail-oriented, ensuring accurate tracking of deliverables

Tier 1

**Align is a premier global provider of technology infrastructure solutions.**

Align specializes in designing and deploying technology infrastructure solutions from the desktop to the data center as well as providing managed IT services for clients.

Our professional services team, which includes Workplace Technology, Data Center Solutions and Migrations & Cloud provide strategic consulting, design, project management, engineering, implementation and support. Our best-in-class 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.

Our client centric approach and passion for driving IT innovation has enabled us to provide tailored solutions and business transformations for over three decades. Leading firms have relied on Align to provide forward-thinking technology strategies that support their current and future business needs.

Our teams have flawless track records of delivering technical solutions and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients. We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications.