Operations Coordinator
ServerMania, Canada

Type: Full Time, Remote

As an Operations Coordinator your primary responsibilities are :

• Regularly monitor and update customer orders per defined workflows removing obstacles preventing their successful fulfillment.
• Communicate with customers, vendors and logistics carriers over multiple mediums obtaining solutions and quotations that compliment these.
• Work with cross-functional teams to troubleshoot servers and/or network issues
  • Determine the source of issues; i.e. network, server, client side, databases, etc. to ensure issues are handled in a timely manner and properly solved.
• Liaise with and schedule remote hands for onsite work including order spec’ing, upgrades and systems maintenance.
• Assess server order, upgrade and repair feasibility. Act as a conduit between Sales, Engineering and Operations to overcome customer challenges and build meaningful technology solutions.
• Provide points of continual improvement to management and support team where appropriate.
• Monitor support ticket queues offering guidance to customers and support staff as needed.
• Escalate suspect and troublesome tickets to management with the intention of expediting time to closure and maintaining a high level of customer satisfaction.
• Create and update departmental procedures/documentation (plans, work instructions, etc.) in the company’s Confluence instance.
• Help execute the company’s Data Cleanliness program by periodically combing through system data and moving, changing or purging it accordingly. Management will provide direction and coaching on this recurring task.
• Logistics: Create and expedite hardware shipments using courier portals and notifying consignees (mostly DCs) of their arrival.
• Monitor and maintain inventory levels (servers, parts, etc), across all data centers alerting management of possible short falls and seeking procurement approvals accordingly.
• Aid in and/or conduct periodic Operations and Facilities Audits (e.g. Power, Inventory, Bandwidth, Remote Hands, Software Licenses, Reclaim Queues, 1002, etc.)

Other duties include:

• Billing: Occasionally, you will be expected to provide holiday/backup coverage for our Billing team member in processing billing ticket requests, issuing payment reminders, etc.
• Projects: From time-to-time your assistance may be needed in executing the work involved in the company’s strategic initiatives or department projects.
• Keep apprised of pertinent current technological developments and internal communication/training in order to better stay on top of potentially imminent concerns.
• Offer suggestions for continual improvement through appropriate identified channels.
• Coordinating necessary facilities resources to resolve facilities related incidents.
• Creation and management of devices within the company’s ERP.
• Adhering to all health and safety regulations as per company policy.
• Communicate with customers as solely described by management and/or company communications policy.

Basic Expectations:

• Show up to work on time and communicate all absences through WhenIWork attendance platform. Notify your manager as soon as it’s known you won’t be available to work.
• Keep management appraised of communications with vendors and technology partners (e.g. copy in on emails, etc.).
• Work according to current company initiatives and project needs.
• Due to the 24/7 hour nature of our business, there is an after-hour expectation that usually means 1-3 hours throughout the week including weekends.

Disclaimer:

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Servermania Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs.

Requirements

You Have:

• 3+ years IT or related industry experience.
• Superior knowledge and demonstrated skill working with SuperMicro server hardware.
• Moderate computer networking skills.
• Experience using Ubersmith a plus.
• The ability to thrive in a fast paced, team environment.
• Solid communication skills, both verbal and written.
• Excellent problem solving and troubleshooting skills.
• A proven ability to manage multiple simultaneous tasks while maintaining strict adherence to customer expectations and company policy.
• Worked in a 24/7/365 industry and appreciate the needs and demands it requires.
• College diploma

Job Rewards and Benefits