Queue Coordinator (w / systems engineering background)

The Queue Coordinator holds a crucial role in our Network Operations Center

day-to-day operations and is responsible for monitoring and managing the ticket queue, helping

to prioritize, and assigning tickets to the appropriate resources. The ideal candidate has a

passion for technology and providing an unmatched customer experience and can excel in a

fast-moving environment.

What You’ll Do :

• Serve as an integral part of a 24 / 7 / 365 Managed Service Provider (MSP) Network

Operations Center (NOC) by managing the ticket queue, prioritizing the incoming work,

and assigning it to the appropriate technical resources for resolution.

and work to ensure the proper response times to call customers back on assigned tickets

are adhered to.

set, availability, and workload.

volumes.

customer satisfaction.

incidents daily and SLA status.

utmost care and resolved in a timely manner.

nature of incoming tickets, their impact, and associated SLAs, ensuring accurate

prioritization and assignment to appropriate technical resources.

What Skills & Experience You’ll Need :

Operations Center, or similar environment.

tickets, understand infrastructure dependencies, and align response priorities with SLA

requirements.

environment.

partners, engineering staff, operational teams, and vendors.

collaborate and help others.

maintaining a high sense of urgency.

well as a part of a team.