Coordination Engineer in wilmington, Delaware at PTG

About Courser

Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

Coordination Engineer

We are seeking a highly organized and technically capable Coordination Engineer to join our Service Delivery team. Serving as a critical link between clients and technical staff, this role combines service coordination, ticket dispatching, and hands-on support to ensure client issues are prioritized, routed, and resolved efficiently. The ideal candidate is a strong communicator and problem solver who thrives in a fast-paced environment, enjoys balancing multiple priorities, and is committed to delivering exceptional client service while supporting team success and service level objectives.

Key Responsibilities:

• Serve as a primary point of contact for inbound client requests received via phone, email, and service portals.
• Triage, prioritize, and route service requests to the appropriate technical resources for timely resolution.
• Monitor ticket queues to ensure prompt response times, efficient workflow management, and adherence to service level agreements (SLAs).
• Coordinate ticket assignments and assist with workload balancing to optimize Help Desk efficiency and client satisfaction.
• Provide basic technical support, including password resets, account unlocks, and other routine service requests.
• Collaborate closely with Help Desk engineers and leadership to drive ticket progression and resolution.
• Maintain accurate ticket documentation and gather necessary information to support efficient issue resolution.
• Assist with service delivery reporting, operational templates, and other processes that support Help Desk health and performance.
• Communicate effectively with clients and internal team members to provide updates, set expectations, and ensure a positive service experience.
• Contribute to a collaborative team environment focused on operational excellence, continuous improvement, and shared success.
• Continuously expand technical knowledge and participate in skill development opportunities to support career growth and increased technical responsibilities.
• Other duties as assigned

Qualifications:

· 1+ years of experience in a Help Desk, Service Desk, IT Support, Dispatch, Service Coordination, or customer service role.
· Demonstrated ability to manage multiple priorities and maintain attention to detail in a fast-paced environment.
· Strong verbal and written communication skills with the ability to interact professionally with clients, vendors, and team members.
· Foundational knowledge of Microsoft Windows, Microsoft 365, user account administration, and common business technology platforms.
· Ability to analyze information, gather critical details, and accurately document client requests and service activities.
· Strong organizational and time management skills with the ability to prioritize work effectively and adapt to changing business needs.
· Proven ability to work collaboratively within a team environment while maintaining personal accountability and ownership of assigned tasks.
· Customer-focused mindset with a commitment to delivering a positive service experience and setting clear expectations.

Preferred Experience:
· Experience working with ticketing, PSA, or service management platforms (namely ConnectWise).
· Willingness to continuously learn and develop technical skills within a managed services environment.
· Experience troubleshooting basic technical issues, including password resets, account unlocks, printer issues, and workstation support.
· Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
· Experience working in a Managed Service Provider (MSP) environment.
· Industry certifications such as CompTIA A+ or Microsoft Fundamentals certifications are a plus.
Why you’ll love working here

At Courser, we prioritize the personal and professional development of our employees. We offer best-in-class training, mentorship, and clear self-promotion paths to help you grow. We foster a culture of innovation and encourage challenging the status quo. With teams located across the country, we leverage a wealth of knowledge and a collaborative spirit, eager to share and grow together.

Benefit Highlights

· Competitive benefits package, including medical, dental, vision, and life insurance
· 401(k) company match
· Flexible vacation time*
· Paid sick time
· 10 Holidays including your Birthday and a Floating Holiday!
· Healthy Lifestyle reimbursement
· Membership Subsidy
· 40 Hours for Volunteer Time
· Paid parental leave
· Reimbursement for ongoing certifications

*Flexible vacation time after completing one full year of employment. For the first year of employment,
full-time team members are provided 10 vacation days.

Physical Demands and ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

· This is a largely sedentary role. The employee is frequently required to sit/stand for long periods and work on a computer.
· The employee must be able to verbally communicate effectively with clients, employees and management to address questions and resolve issues. This involves talking, hearing, and understanding.
· This position requires the regular use of a laptop computer and other office equipment. The employee must be able to operate a keyboard and other devices for extended periods.
· The employee may be required to occasionally lift or move up to 10 pounds.
· Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Americans with Disabilities Act (ADA) Statement

Our company complies with the ADA and provides reasonable accommodations to qualified individuals with disabilities in all aspects of employment, including the application process, interviewing, and job performance. If you need a reasonable accommodation to perform the essential functions of the job, please contact us.

Equal Opportunity Employer

Courser is an Equal Opportunity Employer. We support diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, citizenship status, marital status, age, physical or mental disability, caregiver status, veteran status, uniformed service member status or any other category protected by applicable federal, state, or local laws.