Coordination Engineer

About Courser

Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth‑Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast‑paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

We are seeking a highly organized and technically capable Coordination Engineer to join our Service Delivery team. Serving as a critical link between clients and technical staff, this role combines service coordination, ticket dispatching, and hands‑on support to ensure client issues are prioritized, routed, and resolved efficiently. The ideal candidate is a strong communicator and problem‑solver who thrives in a fast‑paced environment, enjoys balancing multiple priorities, and is committed to delivering exceptional client service while supporting team success and service level objectives.

• Serve as a primary point of contact for inbound client requests received via phone, email, and service portals.
• Triage, prioritize, and route service requests to the appropriate technical resources for timely resolution.
• Monitor ticket queues to ensure prompt response times, efficient workflow management, and adherence to service level agreements (SLAs).
• Coordinate ticket assignments and assist with workload balancing to optimize Help Desk efficiency and client satisfaction.
• Provide basic technical support, including password resets, account unlocks, and other routine service requests.
• Collaborate closely with Help Desk engineers and leadership to drive ticket progression and resolution.
• Maintain accurate ticket documentation and gather necessary information to support efficient issue resolution.
• Assist with service delivery reporting, operational templates, and other processes that support Help Desk health and performance.
• Communicate effectively with clients and internal team members to provide updates, set expectations, and ensure a positive service experience.
• Contribute to a collaborative team environment focused on operational excellence, continuous improvement, and shared success.
• Continuously expand technical knowledge and participate in skill development opportunities to support career growth and increased technical responsibilities.
• Other duties as assigned.

• 1+ years of experience in a Help Desk, Service Desk, IT Support, Dispatch, Service Coordination, or customer service role.
• Demonstrated ability to manage multiple priorities and maintain attention to detail in a fast‑paced environment.
• Strong verbal and written communication skills with the ability to interact professionally with clients, vendors, and team members.
• Foundational knowledge of Microsoft Windows, Microsoft 365, user account administration, and common business technology platforms.
• Ability to analyze information, gather critical details, and accurately document client requests and service activities.
• Strong organizational and time‑management skills with the ability to prioritize work effectively and adapt to changing business needs.
• Proven ability to work collaboratively within a team environment while maintaining personal accountability and ownership of assigned tasks.
• Customer‑focused mindset with a commitment to delivering a positive service experience and setting clear expectations.

• Experience working with ticketing, PSA, or service management platforms (namely Connect Wise).
• Willingness to continuously learn and develop technical skills within a managed services environment.
• Experience troubleshooting basic technical issues, including password resets, account unlocks, printer issues, and workstation support.
• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Experience working in a Managed Service Provider (MSP) environment.
• Industry certifications such as CompTIA A+ or Microsoft Fundamentals certifications are a plus.

At Courser, we prioritize the personal and professional development of…