About the Role:
The Queue Coordinator holds a crucial role in our Network Operations Center day-to-day operations and is responsible for monitoring and managing the ticket queue, helping to prioritize, and assign tickets to the appropriate resources. The ideal candidate has a passion for technology and providing an unmatched customer experience and can excel in a fast-moving environment.
Why Dataprise?
- An employee-focused organization with a “work hard/play hard” culture including a unified mission, strong relationships, and opportunities to build a career.
- Exponential growth opportunity through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees.
- Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.
- A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program.
- A focus on work/life balance including hybrid and remote work options, 10 paid holidays, and 3-5 weeks of flexible PTO.
- Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match.
- An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.
What You’ll Do:
- Serve as an integral part of a 24/7/365 Managed Service Provider (MSP) Network Operations Center (NOC) by managing the ticket queue and prioritizing the incoming work and assigning it to the appropriate technical resources for resolution.
- Understand and interpret the Service Level Agreements (SLA’s) in place with customers and work to ensure the proper response times to call customers back on assigned tickets are adhered to.
- Work to assign incoming tickets to the appropriate resource based off engineer skill set, availability, and workload.
- Assist with facilitating the proper allocation of resources based on workloads and ticket volumes.
- Coordinate tickets that cross organizational boundaries to ensure the highest level of customer satisfaction.
- Audit and maintain multiple support queues, providing summary reporting on major incidents daily and SLA status.
- Collaborate with team members to ensure high priority tickets are treated with the utmost of care and resolved in a timely manner.
- Monitor tickets and call volume to understand if established SLAs are met.
What Skills & Experience You’ll Need:
- 2-3 years of relevant experience in an SLA driven customer focused Help Desk, Network Operations Center, or similar environment.
- Familiarity with both desktop and server environments and infrastructure support.
- Strong time management and triage skills.
- The ability to remain positive and calm under pressure and work in a fast-paced environment.
- The capability to work independently as well as part of a team.
- Strong organizational skills and ability to prioritize effectively.
- A Bachelor's Degree or equivalent in a related field preferred.
- ITIL and HDI certifications preferred.
- Excellent interpersonal and communication skills needed to work with business partners, engineering staff, operational teams, and vendors.
- Strong analytical and strategic thinking skills with a service-oriented mindset.
- Quick learner, detail oriented; demonstrated thoroughness with work.
- Good team player that takes ownership of work and has a strong willingness to collaborate and help others.
- Able to prioritize in a fast moving, high pressure, constantly changing environment, maintaining a high sense of urgency.
- Ability to work independently in a virtual team environment with limited supervision as well as a part of a team.
Dataprise Diversity Commitment:
At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.
