IT Service Coordinator

Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting.

YOUR IMPACT

The IT Systems Coordinator/Analyst plays a critical role in ensuring the delivery of high-quality IT services to the client. This position is responsible for managing service requests related to monitoring and observability, managing service levels, and working closely with IT teams to ensure efficient service delivery and customer satisfaction.

Responsibilities

• Utilize monitoring tools and technologies, including WMI, SNMP, and event management systems, to proactively identify issues.
• Analyze alert patterns and provide recommendations and assist in reducing alert “noise”.
• Perform routine review and creation of operational dashboards and reports
• Facilitate delivering a stellar remote end-user experience through the coordination of IT Professionals, Teams, and Managers.
• Drive IT Service Teams queues, following specific documentation and IT policies.
• Review active support tickets for items not being updated, especially high-priority and VIP issues.
• Review Dashboards and other reports to identify tickets of concern and ensure effort is focused appropriately.
• Engage with users, engineers, and IT managers to ask for immediate attention on critical issues.
• Drive ticket updates and enforce hygiene according to documented expectations and processes.
• Oversee urgent tickets to ensure timely responses from IT Staff.
• Manage and update documentation and knowledge articles specific to policies and procedures being used for delivery.
• Assist in the basic configuration and management of both agent-based and agentless monitoring
• Perform "health checks" with an attention to quality and detail; address anomalies or escalate issues.
• Identify priority of cases and coordinate or escalate with IT staff to action.
• Projects, as assigned.
  

Requirements

• Basic understanding of Windows Management Instrumentation (WMI) and Simple Network Management Protocol (SNMP).
• Familiarity with event management concepts and tools.
• Experience with monitoring platforms, both agent and agentless, is a plus.
• Strong problem-solving skills and attention to detail.
• Experience providing IT Support, Service Coordination work preferred.
• Strong Customer Service and interpersonal skills.
• Passion for delivering an outstanding client experience.
• Strong written and verbal communication skills.
• Confident and friendly phone presence.
  
  

Please note that this is a 100% remote opportunity.

LI-REMOTE

Agio is a blend of who we are and what we aspire to be. As an equal opportunity employer, we embrace diversity and are committed to creating an inclusive culture that allows each of us to do our best work and be our best selves.

We welcome all interested individuals to apply and encourage applications from people with disabilities, diverse ethnic and cultural origins, veteran status, and people from all races, religions, gender identities, sexual orientations, and expressions. We encourage you to apply if you see a fit between you and the opportunity.