Technical Service Coordinator

At Ockers, our mission is to continue expanding the array of services we provide to help our clients keep pace with the latest advances in technology.  Ockers proudly serves a diverse customer base that includes educational and government markets; major corporations, municipalities, and small to medium-sized businesses within a wide spectrum of industries.

The Technical Service Coordinator is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Secondarily, the Technical Service Coordinator is tasked with resolving Tier 1 helpdesk requests, as they align with their technical skillset.

This role is expected to be on-site in the Middleboro office daily, during our standard business hours of Monday through Friday, 8 AM to 5 PM, with occasional on-site client responsibilities.


  • Act as the single point of contact to the client for various service requests
  • Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA)
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct client input
  • Schedule internal and field technical resources on the ConnectWise dispatch portal
  • Monitor resource schedules to ensure prompt time entry on service requests
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Improve client service, perception, and satisfaction
  • Accurate and efficient completion of client requests
  • Capable of being a productive team member while supporting co-workers
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise

Required Skills and Experience:

  • Basic computer and operating system knowledge
  • Excellent client service skill set is a must
  • Previous client service phone expertise
  • Service awareness of all organization’s key IT services for which support is being provided
  • Awareness of computer system support terminology concepts
  • CompTIA A+ certification or other technical certifications are a plus
  • Familiarity with Connect Wise is a plus
  • Possess positive approach and professionalism
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and client-care
  • Ability to multi-task and adapt to changes quickly
  • Passion for customer service and quality of work
  • Technical awareness: ability to match resources to technical issues appropriately
  • Technical expertise: basic account creation, password management, Microsoft Office, printer configuration
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment

The role has a salary range of $45,000 to $55,000 per year, which is dependent on the candidate’s background, experience, and certifications.

To apply, please send your resume to