Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting.
YOUR IMPACT The IT Systems Coordinator/Analyst plays a critical role in ensuring the delivery of high-quality IT services to the client. This position is responsible for managing service requests related to managing service levels and working closely with IT teams to ensure efficient service delivery and customer satisfaction.
RESPONSIBILITIES:
Team and Queue Management:
- Facilitate delivering a stellar remote end-user experience through the coordination of IT Professionals, Teams, and Managers.
- Drive IT Service Teams queues, following specific documentation and IT policies.
- Review active support tickets for items not being updated, especially high-priority and VIP issues.
- Engage with users, engineers, and IT managers to ask for immediate attention on critical issues.
- Drive ticket updates and enforce hygiene according to documented expectations and processes.
- Oversee urgent tickets to ensure timely responses from IT Staff.
- Manage and update documentation and knowledge articles specific to policies and procedures being used for delivery.
- Identify priority of cases and coordinate or escalate with IT staff to action.
- Review Dashboards and other reports to identify tickets of concern and ensure effort is focused appropriately.
- Projects, as assigned.
REQUIREMENTS
- At least 3 years of experience in IT Systems management.
- Demonstrated ability to proactively manage and optimize IT systems to prevent issues and enhance performance.
- Strong analytical ability to analyze system performance and alert patterns, providing data-driven recommendations.
- Strong problem-solving skills and attention to detail.
- Experience providing IT Support, Service Coordination work preferred.
- Strong Customer Service and interpersonal skills.
- Passion for delivering an outstanding client experience.
- Strong written and verbal communication skills.
- Confident and friendly phone presence.
This role is offered as a contractual engagement, with the opportunity to contribute significantly to our team's success. We're looking for candidates who are open to this arrangement and can bring their expertise to drive exceptional outcomes during the contract period.
#LI-Remote
Agio is a blend of who we are and what we aspire to be. As an equal opportunity employer, we embrace diversity and are committed to creating an inclusive culture that allows each of us to do our best work and be our best selves.
We welcome all interested individuals to apply and encourage applications from people with disabilities, diverse ethnic and cultural origins, veteran status, and people from all races, religions, gender identities, sexual orientations, and expressions. We encourage you to apply if you see a fit between you and the opportunity.
Top Skills
What We Do
Agio is a hybrid cybersecurity and managed IT organization that combines predictive intelligence with human brilliance to empower clients with next-generation cyber protection and technology support. We believe service value should be measured by our ability to predict and prevent problems before they happen, not by how many problems we fix. By investing in AI and proactive issue prevention, we’re moving the MSP model forward to accommodate evolving trends that demand a new approach to technology delivery and support.
With more than 300 employees, our culture prioritizes frequent and timely communication to provide unrivaled, highly personalized service across all of our solutions, including extended detection & response, cybersecurity governance, virtual CISO (vCISO) support, technology hosting, monitoring, management, global service desk, desktop as a service, disaster prevention, and recovery. Agio is headquartered in New York, NY, with additional offices around the world. For more information, please visit www.agio.com.
