IT Services Coordinator

Wanted: A People-Centric Service Conductor(Also known as an After-Hours IT Services Coordinator) EMBARK ON YOUR JOURNEY

We invite you to join Entara and start your journey as a fully remote, full-time, After-Hours IT Services Coordinator!

Our IT Services Coordinators plug into our Managed Services team. This team is the lifeblood of our organization and plays an integral role in the daily IT operations for a variety of different business landscapes 24x7x365. They are a team that remediates fires, jumps through technical hoops, and identifies opportunities for advancement. The issues our engineers solve day in and day out enable our clients’ operations. They know that we have their back at the first sign of a pressing issue.

Our IT Services Coordinators are masters of following process—crossing every t and dotting every i. They have an impeccable knack for processing incoming alerts and inquiries into detailed, trackable tickets which enable our engineers to efficiently tackle client issues. They must display a mix of empathetic intake and precise execution of next steps, acting as “first responders” as they gather client inquiries and set them up for a successful resolution.

This position is tasked with “keeping chaos at a minimum” for our Managed Services engineers by staying on top of everything that flows into our service queues. Our IT Services Coordinators are responsible for managing critical Managed Services after-hours workflows including: new call board, phone triage, monitoring alerts, and priority ticket escalations.

As a remote, solo resource during their assigned shift, our IT Services Coordinators execute at all hours of the day and night finding a specific rhythm that keeps them on task and carrying out all processes simultaneously. Are you the detailed Service Conductor we’ve been looking for?

WHAT YOU’LL BE DOING

(Otherwise known as the fine print, the list of job tasks and responsibilities.)

Our After-Hours IT Services Coordinators (ISRs) are tasked with triaging incoming client requests outside of business hours, ensuring continuity of support continues throughout the night to our clients that depend on us to be at the helm of their IT operations 24/7. After-Hours IT Services Coordinators engage with clients over the phone or via emailed requests, determine urgency, create tickets, and track their progress toward closure. They determine when to rely on our overnight engineer team and when to involve our on-call resources to put out fires. IT Services Coordinators increase overall throughput by accurately categorizing and prioritizing tickets, ensuring escalation processes in accordance with client SLAs are followed, and ultimately helping us keep our promises to clients – resulting in our stellar customer satisfaction record. Our After-Hours IT Services Coordinators report directly to our After-Hours IT Services Coordinator Team Lead.

Client Request & Ticket Management:

• Be available and logged into the Managed Services support queues and required tools
• Employ knowledge of Entara’s clients, the service support structure and related service team, and service requirements to align, coordinate, and prioritize client requests and service escalations.
• Drive Client Escalation Process for identified Priority 1 “P1” tickets
• Monitor Priority 2 “P2” ticket volume and determine when to escalate per client SLAs
• Act as a communications link between clients and service delivery teams, when necessary
• Follow New Call Process to:
  • Answer Service Desk calls and emails via New Call Board
  • Gather required information to identify pertinent ticket details
  • Determine urgency and impact
  • Create ticket
  • Reference our Ticket Processing Guide to assign and escalate
  • Communicate next steps to the client based on urgency
• Follow Dispatch Process to:
  • Pick up open tickets in the queue (both new submissions “calls” and monitoring alerts)
  • Review ticket details to understand the scope and skillset required to address issues
  • Prioritize and assign tickets to the appropriate engineer(s)
  • Identify when to escalate to on-call resources based on urgency
• Assist in maintaining and improving the Ticket Processing Guide including details on correct ticket processing and escalation process standards
• Identify automation opportunities to better triage, document, and assign tickets
• Successfully complete transitions by providing thorough hand-offs to our day-time team and Client Service Representatives.

Operational Administration:

• Keep your eye out for “process gaps” impacting our after-hours team’s ability to follow written processes or overall throughput, escalate concerns and potential solves to the IT Services Coordinator Team Lead.
• Identify opportunities for continued alignment in delivery for Entara’s clients. Work with Client Service Representatives and team leads to determine, adjust, and refine processes
• Assist operational leaders with projects helping us better equip our team. Project examples may include, but are not limited to:
  • Creating or refining Knowledge Base documentation
  • Creating or refining templates
  • Updating Processes and/or Checklists within IT Glue
  • Optimizing tools

WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCE

• You have at least 2-3 years of experience in a role that required you to autonomously analyze, communicate, and coordinate tasks needed to adhere to standards. You thrive following set processes with a strong attentiveness to detail. Our ideal candidate would have previous exposure to technical operations.

• You don't shrink away from answering the phone and being someone's confidant. Our clients are calling in with any and every type of technical issue. We are here to help make their lives easier by getting their issue on the fastest track to resolution.

• Your prior experience boasts of scenarios where you had to play a crucial intermediary, empathizing with stressed individuals, and helping get them back on track.

• You’re a knowledge seeker and pride yourself on learning quickly - especially when navigating technical tools.

• As a Full-Time IT Services Coordinator, you will plug into one of our four (4) after-hours schedules on a weekly basis, working a 40-hour-per-week schedule. Our current open shift is: Saturday-Wednesday 3:30 PM-12:00 AM CT. Assigned shifts will remain constant from week to week except in the infrequent event that emergency coverage is required outside of one’s assigned shift. Regular shifts are eight-and-a-half (8.5) hours in duration, including a 30-minute break, scheduled five (5) days in a Monday-Sunday work week. Hours worked over 40 hours a week are eligible for overtime.

• You have a dedicated, private space for a home office and already have in place a reliable, private internet connection with at least 50MBPS bandwidth. Public WiFi and shared common spaces do not meet these standards. Entara will supply you with the other necessary tools and hardware to complete your tasks remotely.

• You are fascinated by the technology services industry and want to gain exposure to (and be a valuable part of) the internal operations of a Top-Tier Managed Service Provider!

WHO YOU ARE: PERSONALITY-WISE

• You are poised & professional: No matter the volume of inbound activity coming your way, you remain calm and maintain an impressive ability to adapt and reprioritize. You understand exactly where your focus needs to be at each moment, yet you never neglect the time spent slowing down and connecting with the individuals crossing your path. At the end of the day, it’s all about their experience and satisfaction.

• You are reliable: You pride yourself on follow-through. You rarely require being corrected twice. You stand by your work with pride and consciously attend to each task before moving on to the next on your docket.

• You love a checklist: Checking for open issues, gathering details, determining urgency, scheduling follow-ups, and communicating next steps - that’s your cup of tea!

• You make it matter: At the end of a long shift, you take pride in the influence you’ve had in another person’s time of need. For you, it’s about more than robotically moving through tasks; you enjoy bridging the gap for our clients and ensuring their issues get in the right hands in a timely manner.

• You play fair: You live by early childhood lessons about treating people with respect, keeping your commitments, listening to other’s views, resolving conflict through negotiation, communicating clearly, and contributing to a successful team effort. You place team success above your individual interests.

WHO WE ARE

Founded in 2001, Entara is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients.  

In order to build, maintain, and optimize these types of solutions, we need high-performing, highly-collaborative teammates who are excited to join in this journey with us. There are several reasons why employees love being a part of the Entara team. We’ve been recognized as one of Chicago’s Best and Brightest Companies to Work For since 2017. We are a remote-first workplace. We seek to build a team that’s brought together by more than just skills, but who embrace a personal-alignment to the values that precede the work we deliver: Empathy, Excellence, Execution, and Evolution. If this sounds like you, let’s connect and discover if we have the foundation to build something great together.  

WHAT YOU GET IN RETURN

As an employee at Entara, you will have a direct impact on our operations, our clients, and your fellow EntaraCorps members. Because of that impact, you get our respect and gratitude for the role you play in making Entara the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers.

To reflect our commitment to our employees, we offer competitive hourly compensation ranging between $18.00 - $19.25 an hour, generous PTO, remote-first work, 401k matching, paid parental leave, employee outings (virtual and in person), reimbursement for approved seminars, conferences, and certifications, and 100% employee premium coverage for medical, life, and disability insurance….and that’s just the tip of the iceberg.