XBASE Technologies Corporation 60 Prince Andrew Place, Unit 8, Toronto, Ontario On-site, Monday to Friday $39,000 to $40,000 per year
About XBASE
We have been running IT infrastructure for Toronto businesses since 1988. Thirty-eight years, same city, same approach. We are 40+ people, all Toronto-based. We do not offshore and we do not subcontract, so the person a client reaches is on the same team as the person who fixes the problem.
We run a 24/7/365 live-answered support desk and three Tier 3 data centres, and we hold SOC 2 Type II certification and MSP Alliance Cyber Verify Level 3. Our clients are small and mid-sized businesses that have decided IT is worth doing properly.
The role
The Service Coordinator sits where client requests meet technician availability. Clients call with problems, engineers are booked across client sites and remote queues, and priorities move through the day. You own the schedule, and you own the answer to "who has this, and when."
This is a coordination role with a technical edge. You will not be configuring firewalls, but you will need to understand enough of what our engineers do to triage a ticket, ask the right follow-up question, and put the right person on the right problem.
What you will do
- Schedule and dispatch service requests, and rebalance when the day changes on you
- Act as the client point of contact from first call through to resolution, including the calls that arrive at a bad moment
- Run the ticket queue in HaloPSA: accurate intake, correct priority, clean notes, nothing sitting untouched
- Handle first-level triage and close out the straightforward tickets yourself
- Keep records good enough that anyone can pick up a ticket and know exactly where it stands
- Tell us what is not working in the process. We change things when someone brings a better way.
What we are looking for
- Clear, professional English, spoken and written. Ticket notes are read by clients and engineers, and both need to trust them.
- The ability to hold a dozen open threads at once and lose none of them
- Steady judgment under pressure. Escalations are routine here. We need someone who slows down when it gets busy, not someone who speeds up.
- Comfort with structure: schedules, priorities, service level targets, and following through on details
- Reliability. This is an on-site role and the desk needs to be covered.
Helpful, but not required: previous dispatch, service coordination, or helpdesk experience, and familiarity with HaloPSA or another PSA platform such as ConnectWise, Autotask, or Syncro. We will train you on our systems.
What we offer
- Free on-site parking
- Extended health, dental, disability, and life insurance
- Employee assistance program
- Tuition reimbursement
- Food on-site
- Company events
- Casual dress
- A coordination desk that is treated as core operations, not a phone queue with a headset
This is not a role where you route calls into an automated menu and hope. You will see how a service business actually runs, and you will have a direct hand in how well it runs.
Pay: $39,000.00-$40,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Discounted or free food
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
