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Technical Support Coordinator
2 meses atrás
Field and Professional Specialization: Information Technology, IT, Telecommunications - Technical Support
Hierarchical Level: Coordinator
Employment Type: Permanent – CLT
Work Schedule: Full-Time
About Infraops: Infraops is a leading Information Technology firm committed to delivering high-quality and innovative solutions. Our reputation in the market is built on exceptional service and results that consistently surpass expectations. As we continue to expand, we seek talented individuals who are passionate about growth and innovation. If you are proactive, intelligent, and proficient in English, we are eager to meet you. Become part of a company that prioritizes professional development and offers genuine opportunities for advancement.
Key Responsibilities:
- Oversee incidents and requests managed by support and infrastructure teams.
- Track tickets through all stages and ensure appropriate follow-up.
- Manage first response and resolution SLAs.
- Ensure all tickets and their records are updated in accordance with established processes.
- Identify opportunities for process enhancements.
- Facilitate technical escalations.
- Monitor operational and contractual service metrics.
- Produce regular reports on service performance, SLAs, and other key indicators.
Qualifications:
- Experience in ticket management and accountability of responsible parties.
- Familiarity with ITSM tools.
- Excellent communication skills, both verbal and written.
- Bachelor's degree in IT or related fields.
- Knowledge of ITIL practices.
- Fluency in English.
Preferred Certifications: Microsoft 365 Fundamentals; ITIL 4 Foundation; HDI-SCA
