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Support Coordinator

Technical | San Diego, CA | Full Time

Job Description

SpotLink is a premier, high-skill, high-capabilities, San Diego based technology solutions provider. We specialize in Managed IT Services, Software Engineering, & Voice Solutions for small and mid-sized businesses. As an industry leader for San Diego IT solutions, we provide a wide range of technology services including; proactive technology management, network administration, technology consulting, reactive computer support, software engineering, and voice technology solutions.

Job Summary

In this role your will interact with our clients on almost a minute-by-minute basis by taking incoming calls to the support desk. You will also review incoming support emails, create support tickets and triage them by assigning them to the appropriate technicians, scan existing tickets for those that need to be expedited or escalated, and review our monitoring dashboard to create and assign tickets as needed.  You will also interact with all the members of our technical staff: working with the Support Lead on high priority issues, with our Automation Engineer to minimize phantom alerts, with our Professional Services team as project calls come in, and with our Net Admins to route discovered issues to the support team.

Essential Functions:

  • 40% Answer incoming calls and emails to the support desk, take essential information, and translate into support tickets
  • 20% Triage incoming tickets by setting the priority, and assign them to the appropriate technician
  • 20% Review existing tickets and follow up with client or technician to keep them moving forward
  • 10% Coordinate scheduling with clients and technicians for onsite reactive work
  • 5% Constantly scan our monitoring dashboard, turning alerts into tickets
  • 5% Work with staff to problem solve issues as they arise

Nonessential Functions

  • 5% Process Improvement as skills allow

Qualifications & Skills

  • 1 year experience in a client facing role
  • 1 year experience in a high technology environment
  • Experience with ticketing systems a plus
  • Proficient with data entry
  • Excellent verbal communications skills
  • Strong command of written communications
  • Familiarity with IT support terms and roles
  • Ability to make fast decisions based on a interrelated set of factors
  • Valid driver’s license

Physical Requirements

Ability to work in an office setting including; sitting for long periods of time, lifting, bending.

Job Classifications

Job Type: Regular, Full-Time

Department: Technical

Reports To: Operations Manager and Support Lead

Compensation: $20 per hour

FLSA Status: Non- exempt

Location: San Diego Regional Office

Hours: Monday- Friday 9 am- 6 pm, overtime as needed