Operations Coordinator - IT

• We are an IT Services & Solutions Provider based in Salam Street, Abu Dhabi, providing IT support services to our customers covering Abu Dhabi & Dubai.
• We deliver Managed IT Services (AMC), Microsoft 365, cybersecurity, networking, backup solutions, compliance and IT projects.

We are looking for a disciplined and proactive IT Operations Coordinator to manage daily service operations and ensure structured, reliable delivery to our clients.

This role serves as the central point for coordinating all service operations, including managing support tickets, scheduling engineers, monitoring SLAs, ensuring accurate documentation, and maintaining clear and proactive client communication. It acts as the control hub for daily service delivery, with occasional site visits to support coordination and ensure service quality.

Responsibilities

• Monitor & update the ticketing system daily with accurate and timely information.
• Assign support tickets to engineers and monitor progress.
• Managing appointments & schedules of the technical team.
• Collect and verify the ticket updates and update in the system along with time entries of the engineers.
• Processing of all jobs with accuracy and timeliness.
• Track & Monitor ongoing jobs & support.
• Follow-up & updating jobs & tickets closely.
• Get feedback from customers after the job is completed.
• Inform clients of unforeseen delays or problems.
• Gather Feedback & Surveys from customers.
• Track purchases & delivery made for the customers.
• Responding to complaints/suggestions from customers and giving after-sales support.
• Provide excellent customer service & ensure customer satisfaction & Identify ways to improve customer experiences.
• Invoice timely to the clients in coordination with the sales & finance department.
• Track target achievements & monitor the performance of each support engineer.
• Perform assigned clerical & secretarial duties.
• Maintain and manage office premises and stationery.
• Answering phone calls, responding to emails, and preparing documents.
• Planning, designing, and executing effective email marketing strategies.
• Monitoring Social Media Accounts and coordinating with the social media team.
• Visiting client locations and meetings if required.

Skills Required:

• Dynamic & Self Motivated.
• Minimum 3 years experience in similar role.
• Good written & oral command of the English Language is a must.
• Excellent phone & email communication skills.
• Strong problem-solving skills and the ability to work independently and in a team-oriented, collaborative environment.
• Demonstrated track record of performance and commitment.
• The ability to manage your time and plan your day effectively.
• Ability to do marketing via developing a database, use of social media, contact circle, and referrals.
• Clerical & other Secretarial tasks.
• Cool-tempered and able to handle rejection.
• Can quickly adapt to a new environment.
• Excellent organizational, communication, and interpersonal skills.
• Competence in Microsoft Office products.
• Willing to be trained and acquire knowledge in less time.
• Good organizational skills.
• Ability to hit deadlines and work under pressure.
• Can easily adapt to new environments.
• Excellent professional image & should be presentable.

Pay: AED3,500.00 - AED4,500.00 per month

Application Question(s):

• Where are you currently located & what is your current visa status?

Experience:

• Operations Coordinator: 3 years (Required)
• Handling and managing a team: 3 years (Preferred)
• Handling emails & enquiries: 3 years (Required)
• Monitoring & updating job and schedules: 3 years (Required)
• Customer service: 3 years (Required)
• Helpdesk: 2 years (Required)

Language:

• English (Speak, Read, Write) (Required)

Willingness to travel:

• 50% (Required)

Work Location: In person