Technical Service Coordinator

Reis Informatica Inc.

Location: Kitchener, ON

Work arrangement: In office

Employment type: Permanant

Reports to: Service Manager

Keep our service desk organized, our clients informed, and our team moving.

Great IT service takes more than fixing technical problems. It takes clear communication, thoughtful prioritization, and someone who makes sure nothing falls through the cracks.

Reis Informatica is looking for a Technical Service Coordinator who enjoys organizing busy workloads, helping people, and making sure requests receive the attention they need.

Reporting to the Service Manager, you will help coordinate the daily flow of our IT Service Desk. You will work closely with clients and technicians to prioritize requests, schedule work, follow up on outstanding tickets, and maintain clear communication from the first call through to resolution.

This is a coordination-focused role with hands-on technical responsibilities—not a purely administrative position. Alongside coordinating service, you will assist with straightforward Microsoft 365, Windows, and user-support requests.

You do not need to be a senior technician. Strong communication, organization, judgment, and follow-through matter more than deep technical expertise. You should, however, be comfortable with technology, willing to research unfamiliar issues, and able to recognize when to involve someone with more specialized knowledge.

What You Will Do

- Keep the service queue moving. Monitor incoming requests, identify urgent issues, coordinate ticket assignments, and help prioritize work based on client impact, urgency, technician availability, and service commitments. Follow up on stalled or overdue tickets and ensure there is a transparent next step.
- Keep clients informed. Answer incoming calls, gather useful information, request missing details, and provide clear, professional updates by phone and email. Help clients understand what happens next and what to expect.
- Coordinate schedules and workloads. Arrange remote support sessions, onsite visits, technical meetings, and client appointments.



Match client availability with technician schedules and adjust plans when urgent issues arise.
- Maintain ticket quality. Review tickets for clear notes, accurate statuses and priorities, appropriate classifications, and documented next steps. Follow up when information is missing and help maintain consistent service desk processes.
- Provide basic technical support. Assist with Microsoft 365 user setup, licensing, password resets, routine account and mailbox requests, and common Windows, software, and connectivity issues. Follow documented procedures and required approvals, particularly for account access and security-related changes.
- Research, resolve, and escalate appropriately. Use documentation and available resources to investigate unfamiliar issues, address straightforward technical questions, and involve senior technicians or the Service Manager when needed. Take ownership of follow-up so requests do not get lost between people.

What You Bring

- Excellent communication skills. You write clearly, listen carefully, ask useful questions, and communicate professionally with clients and colleagues.
- Strong organization and prioritization. You can manage multiple requests, maintain accurate schedules, and stay calm when priorities change.
- Ownership and attention to detail. You notice missing information, follow up without repeated reminders, and make sure commitments are tracked through to completion.
- Practical technical knowledge. You are comfortable in a Windows-based business setting and have a general understanding of Microsoft 365 and common workplace technology.
- Curiosity and sound judgment. You can research a problem independently, work through reasonable next steps,



and recognize when an issue needs escalation.
- A client-service mindset. You understand that how people are supported matters just as much as whether the technical issue gets resolved.

Experience That Would Be Helpful Experience in an IT service desk, help desk, technical dispatch, service coordination, or similar client-facing support role would be an asset. Previous experience with a Managed Service Provider (MSP) is especially helpful.

We also welcome experience with ticketing or Professional Services Automation (PSA) systems, technician scheduling, Microsoft 365 administration, Microsoft Entra ID, Exchange Online, Outlook, Teams, SharePoint, and Windows workstation support.

You do not need experience with every platform listed.

We are looking for someone with a solid foundation, a willingness to learn, and the judgment to ask for help when it is needed.

About Reis Informatica

Reis Informatica is a strategic IT consultancy and cybersecurity partner helping businesses through managed IT services, cybersecurity, and AI business solutions.

Our approach is proactive, practical, and built on long-term relationships. We believe technology should support the people and businesses that depend on it—and that reliable service requires teamwork, accountability, and clear communication.

Our values guide how we work: Relationships First. Team Above Self. Own It. Stay Curious. Positive by Nature.

In this role, your work will make a direct difference to the client experience and to how effectively our technical team operates.

Apply

Please submit your résumé through Indeed and include a brief note describing your relevant coordination, client-service, or technical-support experience.

Tell us about a time you kept several competing requests organized or noticed something being missed and took action. We would like to hear how you approach the work—not just which systems you have used.

Licence/Certification

- Driving Licence (preferred)

Location:
- Kitchener, ON N2R 1J4 (preferred)

Work Location: In person

📌 IT Service Coordinator (Kitchener)
🏢 Reis Information Systems
📍 Kitchener