Internal Support Coordinator
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Job Summary
Title: Internal Support Coordinator
Reports to: Internal Support Manager
Location/Type: Peru Full-Tim Contract
Atlas Technicas mission is to shoulder IT management user support and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016 we have grown 100% year over year since inception through our uncompromising focus on service.
We value collaboration culture client satisfaction efficiency accountability and a growth mindset. We are looking for people who can thrive in and contribute to Atlas culture while putting the customer first.
Service Desk Coordinator:
The Internal Support Coordinator is responsible for overseeing the daytoday flow of tickets and ensuring efficient service delivery across the Service Desk. This role requires a solid foundation in service desk operations and an understanding of how tickets move through intake triage assignment escalation and resolution. The coordinator will work closely with a team of Systems Engineers to ensure tickets are properly routed SLAs are met and collaboration remains strong within the team.
Experience with ConnectWise Manage in a Managed Service Provider (MSP) environment is a strong plus.
Responsibilities:
- Ticket Triage & Assignment
- Monitor and manage incoming tickets in the service desk queue.
- Perform initial ticket triage to validate completeness categorize issues and assign appropriate priority.
- Assign tickets to Systems Engineers based on skill set workload and urgency.
- Identify tickets that should be escalated reassigned or fasttracked.
- Ensure tickets move efficiently through the service desk lifecycle.
- SLA & Workflow Management
- Track and maintain SLA compliance for response and resolution targets.
- Proactively identify tickets at risk of SLA breach and take corrective action.
- Ensure accurate ticket documentation updates and time entries.
- Support consistent service desk processes and reinforce best practices.
- Collaboration & Communication
- Act as a coordination point between the Service Desk team and end users.
- Promote realtime collaboration to unblock tickets and resolve issues more quickly.
- Facilitate ticket handoffs escalations and followups.
- Provide clear status updates to stakeholders and internal teams as needed.
- Service Desk Operations
- Maintain visibility into ticket queues workloads and active escalations.
- Support daily coordination activities in the Service Desk Bullpen.
- Assist with identifying recurring issues and process improvement opportunities.
- Help maintain service desk documentation and operational standards.
Requirements:
- 2 years of experience working in an IT Service Desk or Help Desk role.
- Strong understanding of service desk fundamentals including ticket intake triage prioritization assignment and escalation.
- Experience working with ticketing systems in an operational support environment.
- Proven ability to manage multiple priorities in a fastpaced support environment.
- Strong communication and organizational skills.
- Ability to work effectively with technical teams including Systems Engineers.
Desirable Qualities:
- Handson experience with ConnectWise Manage.
- Prior experience in a Managed Service Provider (MSP) environment.
- Experience coordinating work across service desk and engineering teams.
- Familiarity with SLAdriven support models and concepts.
- Experience supporting collaborationfocused service desk environments.
Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race religion color national origin gender sexual orientation gender identity age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.
Required Experience:
IC
Key Skills
- Time Management
- Developmental Disabilities Experience
- Intake Experience
- Mediation Experience
- Microsoft Outlook
- Customer Support
- Case Management
- Medical Terminology
- Alternative dispute resolution
- Child Protective Services
- Social Work
- Word Processing
About Company
Position Name: Jr. Systems EngineerReports to: Client Technology ManagerLocation/Type: Client/Dedicated On-Site, Stamford, CTType: Full-Time Hourly, Non-Exempt Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds a ... View more
