NOC Coordinator

Reports to: Senior Technology Services Coordinator

Consults with: Clients, Field Technicians, Software vendors

Purpose: The Technology Services Coordinator will be responsible for ensuring the proper functioning of client network hardware and software, as well as coordinating the scheduling of content to client assets. The role involves proactive monitoring, scheduling of field technicians, content management, and customer relationship management.

Key Performance Indicators (KPIs):

• Ticket resolution time
• Customer screen uptime %
• SLA performance for field maintenance
• Average time between failures
• Reopened tickets

Responsibilities:

• Proactively monitor all client network hardware and software to detect and prevent issues impacting clients networks using all available tools and alert systems.
• Monitor all customer support queries and ensure they are logged in our helpdesk support system accurately and in a timely manner.
• Notify customers of any issues using your professional communication skills.
• Coordinating & scheduling field technicians to complete jobs including supporting them whilst they are working on site.
• Investigating and reporting on any issues.
• Troubleshoot issues following our standard operating procedures, escalating any issues to Technology Services Coordinator as required.
• Generate performance and incidents reports as required.
• Maintain customer and asset database as required.
• Monitor the content queue and scheduled as required.
• Perform buddy checks on content scheduling as required.
• Ensure all content is checked and scheduled prior to the Go live date.

• Assist with ad-hoc changes and reporting.
• Coordinate and work closely with clients on delivering all requirements.
• Build and maintain a good working relationship with clients, partners, and colleagues.
• Maintain a customer service-focused approach.

Desired Qualifications:

• Experience in technical services
• Training in ITIL software and process
• Knowledge and experience with Windows operating system
• Knowledge of helpdesk systems
• Knowledge of remote monitoring and management systems
• Experience working within an ITIL framework
• Knowledge of MS Office suite, particularly Outlook, Excel & PowerPoint
• Knowledge of documentation platform such as Confluence

Skills and attributes:

• Excellent oral and written communication skills, including high-level attention to detail, together with organizational and time management skills.
• Analytical and decision-making skills able to identify problems, recognize patterns and develop solutions.
• A continuous improvement mindset.
• Comfortable multi-tasking and managing conflicting priorities.
• Able to work independently and as part of a dynamic team maintaining a positive can do attitude.
• Strong relationship and rapport developing skills.
• A forward-thinking and pro-active mentality.

This is a full-time position, and the candidate must be available to work flexible hours, including night and day coverage hours. The Technology Services Coordinator will report to the Senior Technology Services Coordinator and work closely with clients, field technicians, and software vendors. The successful candidate will be passionate about providing excellent customer service and committed to proactive monitoring and management of client networks.