The Service Administrator plays a critical role in the day-to-day coordination of Fortify’s Service Team. This position is responsible for the intake and triage of client service requests, scheduling of technical resources, and ensuring timely and effective ticket management.

This role serves as a key point of communication between clients and the Service Team and is instrumental in delivering a high standard of client experience through proactive follow-up, clear communication, and strong organizational skills.

HOURS OF WORK

· Full time position, Monday to Friday 8:30am to 5:00pm EST

· In-office position (Cookstown, ON)

SPECIFIC RESPONSIBILITIES

Service Administrator

· The first point of contact for incoming client requests via phone and email

· Create, triage, and assign service tickets within the ConnectWise ticketing system

· Prioritize and dispatch tickets to appropriate technical resources based on urgency, scope, and availability

· Proactively monitor ticket queues to ensure timely progression and resolution

· Coordinate and schedule Service Team members for both remote and onsite service delivery

· Manage technician calendars to optimize scheduling efficiency and response times

· Ensure all scheduled work is properly documented and communicated internally and with clients

· Follow up with clients to confirm satisfaction and ensure issues have been fully resolved

· Maintain a professional, friendly, and solutions-focused approach in all client interactions

· Assist with coordination and scheduling of projects and professional services engagements





· Support onboarding/offboarding activities and other service-related initiatives

· Collaborate with internal teams (Service, Sales, Projects) to ensure seamless service delivery

· Coordinate incoming and outgoing equipment shipments

· Maintain accurate documentation within tickets and internal systems

· Perform general administrative tasks as required to support the Service Team

General

· Strong organizational and time management skills with the ability to manage multiple priorities

· Excellent problem-solving and critical-thinking abilities

· Strong interpersonal and communication skills with a client-first mindset

· Ability to work collaboratively within a team-oriented environment

· High level of attention to detail and accountability

DESIRED SKILLS & EXPERIENCE

· Previous experience in a service coordination, dispatcher, or administrative role (MSP experience considered an asset)

· Robust written and verbal communication skills

· Proficiency with Microsoft Office Suite (Outlook, Teams, Excel, Word)

· Experience working with ticketing systems (ConnectWise experience is an asset)

· Ability to learn and adapt quickly in a fast-paced, technology-focused environment

· Positive attitude, proactive approach, and high level of professionalism

Job Types: Permanent, Full-time

Pay: $45,000.00-$52,000.00 per year

Benefits:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking

Ability to commute/relocate:

- Cookstown, ON: reliably commute or plan to relocate before starting work (required)

Work Location: In person

📌 Service Administrator (Canada)
🏢 Fortify Network Solutions
📍 Canada