MDA Coordinator Level 1 and Level 2

Description

Position Summary: We are seeking an MDA Coordinator Level 1–Level 2 to manage customer requests and incidents, ensuring service continuity and quality through effective first- and second-level support. Key Highlights: 1. Manage requests and incidents from internal and external customers. 2. Ensure service continuity and quality. 3. Guarantee effective first- and second-level support. At ACT S.A., we seek to hire an MDA Coordinator Level 1–Level 2 responsible for managing and providing timely support for requests and incidents from internal and external customers, ensuring service continuity and quality. The primary mission of this role is to guarantee effective first- and second-level support by properly managing, tracking, and resolving tickets, meeting Service Level Agreements (SLAs), and contributing to user satisfaction. Main Responsibilities: - Receive, register, and manage requests and incidents via the IT Service Desk. - Document and update tickets in the management tool, ensuring process traceability. - Monitor SLA compliance and ticket aging. - Maintain constant communication with customers, reporting progress and managing requirements. - Manage backup equipment, replacements, and coordination with internal departments. - Track assigned requests until timely closure. - Provide telephone support via the central switchboard during working hours. - Manage quotation, procurement, and dispatch of spare parts and consumables. - Other related tasks. Requirements: - Higher technical education or related degree. - Minimum 2 years of experience in MDA roles, Level 1 and Level 2 support. - Proficiency in ticket management tools (GLPI or similar preferred). - Knowledge of office software. Position Conditions: - Work Modality: Remote. - Schedule: Monday and Tuesday, 8:00–18:00 hrs; Wednesday to Friday, 8:00–17:00 hrs. - Monthly Salary: CLP $550,000 plus a monthly bonus of CLP $100,000, subject to performance. - Corporate benefits. If you have MDA experience, strong customer orientation, and wish to join a dynamic team, we invite you to apply and become part of our team. -Requirements- Minimum Education: High School Diploma (Humanities) / Technical Degree 2 years of experience Knowledge: Advisory capability, Coordination capability, Communication, Efficiency, Proactivity, Teamwork, Service quality, Problem resolution, Tracking management Keywords: resident, supervisor, assistant manager, deputy manager, responsible person, coordinator, manager, team leader