Technical Support Coordinator

Description

Position Summary: Technical Support Coordinator to lead daily support activities, manage incidents, assign tickets, and ensure service quality in a collaborative environment. Key Highlights: 1. Coordination of daily technical support and help desk activities. 2. Incident management, service requests, and ticket prioritization. 3. Collaboration with various technical teams and vendors. Position Summary **Phyll Digital \& Business Services Chile SpA** is seeking an organized, technically skilled, and service-oriented ***Technical Support Coordinator*** to join our team in Puente Alto. As the Technical Support Coordinator, you will coordinate daily technical support activities, oversee incidents and service requests, assign and track support tickets, assist users with technical issues, maintain service documentation, and contribute to ensuring compliance with agreed response and resolution standards. You will work closely with IT support technicians, help desk staff, digital operations, systems and network teams, commercial operations, vendors, and end users. This position is ideal for candidates with experience in IT support, help desk, service desk, desktop support, customer technical support, or IT operations who are ready to assume greater coordination and service management responsibilities. Key Responsibilities: Coordinate daily technical support and help desk activities. Receive, review, categorize, prioritize, and assign technical support requests. Track open incidents and service requests until resolution. Coordinate workloads and priorities for technical support staff. Ensure tickets contain accurate problem-resolution information. Monitor response and resolution times according to defined service levels. Track pending or unresolved technical incidents. Provide first- or second-level technical support as needed. Support Windows desktop and laptop environments. Assist with Microsoft Office and Microsoft 365 issues. Coordinate user account, password, access, and permission requests. Provide support for Active Directory or Microsoft Entra ID processes where applicable. Coordinate resolution of printer, peripheral, workstation, and other end-user equipment issues. Support basic LAN, Wi\-Fi, internet, VPN, TCP/IP, and connectivity troubleshooting. Coordinate remote and on-site technical support activities. Appropriately escalate complex network, infrastructure, application, or cybersecurity incidents. Coordinate technical issues with specialized IT teams and external vendors. Support IT onboarding and offboarding processes. Coordinate equipment preparation and technology implementation. Maintain accurate records of IT assets and equipment. Assist with hardware and software inventory control. Monitor recurring technical incidents and identify service trends. Prepare help desk reports, dashboards, and operational statistics. Monitor support KPIs and service quality metrics. Keep technical procedures, FAQs, and knowledge base documentation up to date. Support incident, request, problem, and change management processes. Participate in IT service reviews and continuous improvement activities. Contribute to maintaining a professional, customer-focused technical support environment. Salary: $750\.000 \- $1\.000\.000 per month Work Location: On-site employment