Title: Internal Support Coordinator
Reports to: Internal Support Manager
Location/Type: Peru Full-Tim Contract

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016, we have grown 100% year over year since inception through our uncompromising focus on service.

We value collaboration, culture, client satisfaction, efficiency, accountability, and a growth mindset. We are looking for people who can thrive in and contribute to Atlas' culture while putting the customer first.

Service Desk Coordinator:
The Internal Support Coordinator is responsible for overseeing the day‑to‑day flow of tickets and ensuring efficient service delivery across the Service Desk. This role requires a solid foundation in service desk operations and an understanding of how tickets move through intake, triage, assignment, escalation, and resolution. The coordinator will work closely with a team of Systems Engineers to ensure tickets are properly routed, SLAs are met,



and collaboration remains strong within the team.

Experience with ConnectWise Manage in a Managed Service Provider (MSP) environment is a strong plus.

Responsibilities:
- Ticket Triage & Assignment
- Monitor and manage incoming tickets in the service desk queue.
- Perform initial ticket triage to validate completeness, categorize issues, and assign appropriate priority.
- Assign tickets to Systems Engineers based on skill set, workload, and urgency.
- Identify tickets that should be escalated, reassigned, or fast‑tracked.
- Ensure tickets move efficiently through the service desk lifecycle.
- SLA & Workflow Management
- Track and maintain SLA compliance for response and resolution targets.
- Proactively identify tickets at risk of SLA breach and take corrective action.
- Ensure accurate ticket documentation, updates, and time entries.
- Support consistent service desk processes and reinforce best practices.
- Collabor

📌 Internal Support Coordinator (Lima)
🏢 Atlas Technica
📍 Lima