Software Support Coordinator

The Software Support Coordinator coordinates and provides Second level customer support for IT Teams. They ensure incidents are accurately captured / communicated / resolved, knowledge documents are created, and serves as liaison to the Help Desk, Customer Technology Support, and other IT Teams. Is responsible for coordinating primary / secondary support rotation, analysis of team incidents, problems, support process and tool training for their teams, and third party vendor support relationships. Assists with QA / QC testing where needed and completes tactical requests as assigned.

What you will do :

Coordinates Business Day On-Call, ensuring coverage for business hours. Maintains the primary / secondary On-Call calendars for the IT Team

Ensures incidents, problems and requests are resolved on a timely basis and information captured is complete and accurate

Monitors tickets to identify potential incident and / or problem trends and opportunities for system / process improvements

Leads the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked

Identifies and ensures creation of Knowledge Documents to support HelpDesk and Customer Technology Support

Key areas of focus may also include software change management, coordination or performing upgrades, training, and documentation

Participates in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities

Maintains Team Score Card, Team Profile documents

Attends support coordinator and problem post review meetings and participates in root cause analysis (RCA) as applicable

Performs other duties as assigned

When you will work :

• Monday to Friday, 8 am to 5 pm
• Hybrid schedule, 4 days in office in Wyoming, MI, with 1 day remote

What you will bring to table :

Bachelor's Degree in Computer Science, Information Technology or related field preferred

One to three years previous software engineering experience preferred

Proven analytical, critical thinking and troubleshooting skills are required

Must have good written and verbal communication skills as well as good organizational and problem-solving capabilities

Must have the ability to multitask, prioritize and be able to work independently or within a team environment

Proficient in one or more program languages, operating systems and databases