Technical Support Coordinator

2 days ago

Mumbai, Maharashtra, India Zenkins Technologies Full time ₹ 4,00,000 - ₹ 8,00,000 per year

About the Role

We are looking for a Technical Support Coordinator who can manage daily support operations, ensure smooth communication between clients and the internal IT team, and help deliver timely and high-quality IT support services. This role is ideal for someone who understands IT processes and enjoys coordinating tasks, managing priorities, and keeping workflows organized.

Key Responsibilities

  • Coordinate daily support requests and assign tasks to the IT Help Desk/Service Desk team.
  • Track ticket progress and ensure timely resolution as per SLA.
  • Act as the primary communication point for clients, providing updates and handling follow-ups.
  • Monitor escalations and ensure they are routed to the appropriate technical teams.
  • Maintain and update SOPs, documentation, and shift schedules.
  • Prepare weekly and monthly reports on ticket status, team performance, and service quality.
  • Assist with resource planning and workload distribution.
  • Support onboarding of new team members by sharing processes, guidelines, and documentation.
  • Collaborate with internal teams to improve support workflows and customer experience.

Required Skills & Experience

  • 3+ years of experience in IT support coordination, service delivery, or help desk environments.
  • Strong communication and client-handling skills.
  • Good understanding of IT support processes, ticketing systems, and SLA management.
  • Ability to multitask, prioritize work, and handle time-sensitive tasks.
  • Basic technical knowledge of operating systems, networking fundamentals, and common IT tools.
  • Proficiency with ticketing platforms such as Jira, Freshservice, Zendesk, Zoho Desk, or similar.
  • Strong documentation and reporting skills (Excel, Sheets, dashboards).

Preferred Qualifications

  • ITIL Foundation certification (added advantage).
  • Experience working in a hybrid support model.
  • Familiarity with shift-based or multi-client support environments.

Work Environment

  • Hybrid model: mix of office attendance and remote work.
  • Collaborative team environment.
  • Opportunity to grow into Service Delivery or Team Lead roles.

Why Join Us

  • Work with a supportive and professional IT team.
  • Exposure to multi-client support operations.
  • Growth and skill development opportunities.

Job Type: Full-time

Pay: ₹15, ₹50,000.00 per month

Benefits:

  • Work from home

Work Location: In person

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