IT Support Coordinator

Job Title: IT Support Coordinator

Company: BCS Technologies LLC

Location: Mangalore, India

Job Type: Full-Time

Company Description:

BCS – Business Continuity Solutions is a leading provider of technology-enabled business continuity solutions in the Middle East region. Established in 2009, BCS specializes in IT and consulting services, with expertise across Data Center Optimization, Business Continuity Solutions, Unified Communication, Cyber Security, Vulnerability Assessment, and Cloud Solutions. We work closely with top-tier global technology providers to deliver innovative, resilient, and future-ready IT solutions tailored to our clients' needs.

Role Overview:

We are seeking an experienced IT Support Coordinator to join our Mangalore team. The candidate will manage daily engineer schedules, coordinate support and project-related tasks, send meeting invites, maintain ticketing updates in Zoho Desk, and support IT operations for clients across the GCC region. The role also includes dashboard creation and performance reporting based on Zoho data to provide insights into engineer performance and operational metrics.

This position requires strong communication, coordination, and analytical skills, with prior IT coordination experience in an IT company.

Key Responsibilities:

• Prepare and publish the daily engineer support schedule based on priority and resource availability.
• Coordinate with customers and engineers to confirm onsite visits, remote support sessions, and project activities, supporting GCC client operations.
• Send calendar meeting invites to customers and engineers as per confirmed schedules.
• Update and maintain ticket details, work logs, and status updates in Zoho Desk (or similar ticketing system).
• Create dashboards and reports in Zoho Desk to track engineer performance, ticket trends, and operational metrics.
• Analyze ticketing data to provide engineer performance cases and support management decision-making.
• Follow up with engineers to ensure tickets and tasks are completed within SLA timelines.
• Escalate high-priority issues or delays to the Support Manager when required.
• Maintain daily tracker sheets, utilization reports, and status updates for management.
• Work closely with the Technical Manager to align resources, priorities, and support workflows.
• Collaborate with UAE Support Leads, NOC Teams, and Project Coordinators.

Required Skills & Experience (Mandatory):

• Minimum 3+ years of experience as an IT Support Coordinator / Service Desk Coordinator / IT Operations Coordinator in an IT company.
• Hands-on experience with Zoho Desk, ServiceDesk Plus, ServiceNow, Jira, or similar ticketing systems.
• Ability to create dashboards, reports, and performance analytics from ticketing tools.
• Strong understanding of IT support workflows, ticket lifecycle, SLA management, and resource scheduling.
• Excellent verbal and written communication skills in English.
• Strong organizational, follow-up, and scheduling ability.
• Proficiency in MS Excel and Outlook.

Preferred Qualifications:

• Experience coordinating field engineers or NOC support teams.
• ITIL Foundation Certification (added advantage).

Location Requirement:

• Role is based in Mangalore.
• Candidates must currently reside in Mangalore or be willing to relocate.

What We Offer:

• Competitive salary based on experience.
• Free training and certification support to enhance professional skills.
• Access to industry-leading training programs in networking, cybersecurity, cloud, and IT service management.
• Opportunity to work with international enterprise customers.
• Supportive and growth-focused work culture.

Job Type: Full-time

Base Pay: From ₹25,000.00 per month

Benefits:

• Work from home

Work Location: In person

Application Deadline: 15/11/2025

Expected Start Date: 17/11/2025