About Us

FA Servers is an IT Managed Services Provider and consulting firm based in the Greater Toronto Area (GTA). Founded in 2012, we strive to deliver innovative, turn key solutions to a wide variety of clients, ranging from small offices, to enterprise, and everything in between.

Our goal is to act as a trusted intermediary between our clients and their technology, and to deliver exceptional and personalized service. This includes, but is not limited to design, security, backup, disaster recovery, implementation, and help desk support.

The Position

We are looking for a full time IT Service Coordinator to join our growing team.

This is a HYBRID position. Successful applicants will be required to work both in-office, and on-site, as well as have the flexibility to work from home. As a result, all applicants must possess a valid Canadian driver's licence and have access to a personal vehicle or alternate mode of transit.

Responsibilities

You will be responsible for the day-to-day operations and performance of our managed services program. As the main liaison between our clients and our technical team, you will service client relationships, manage ticket escalations, resolve service issues and complaints, and work collaboratively with internal and external partners to ensure proactive maintenance of enterprise IT infrastructures.

Non-Technical responsibilities of this role include the following:

• Act as a liaison between our clients and our technical team
• Schedule technicians for work on support tickets and projects
• Drive sales growth by proactively communicating with clients to determine changing needs and new opportunities
• Managing client expectations and ensuring progress on open tickets and escalations.
• Create and maintain service ticket entries, status updates and other details in real-time
• Ensure service tickets are completed expediently and according to process
• Verify the implemented solution has been tested and the client is satisfied before completing the ticket
• Attend and participate in company/team events, meetings and collaborations

Qualifications

• Minimum of 1 year of experience in a service delivery role, preferably in an IT services environment
• Good understanding of RMM and PSA solutions
• Ability to perform basic (Level 1) troubleshooting for clients.
• Experience with ticketing systems, and Service Level Agreements (SLAs)
• Excellent communication and customer relationship building skills
• Excellent time management and organizational skills, with an ability to multitask in a fast-paced environment
• Experience with remote support tools and technologies
• Ability to work and manage team assignments.
• A professional, positive, and customer-centric attitude
• Degree or diploma in a related field such as Computer Science or Information Technology is an asset