Service Scheduler & Admin Support

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the worlds largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

As a Fiber Optical Service Scheduler , you will be responsible for the scheduling and resource allocation of the technicians on our fiber optic team, as well as doing specific admin support tasks. This will include creating and managing schedules, anticipating/managing workforce scheduling conflicts, tracking service tickets, generating reports to leadership surrounding team efficiency and SLA adherence, developing contingency plans in case of unexpected events or emergencies, all while collaborating with HR to provide seamless onboarding of new employees. This role demands strong attention to detail, the ability to proactively problem solve, a flexibility to adapt to changing workloads & priorities, and a collaborative mindset.

KEY RESPONSIBILITIES:

• Scheduling and Resource Allocation:
• Create, manage, and adjust dynamic schedules to align technician availability with service demands.
• Monitor workloads to allocate resources effectively across shifts, ensuring compliance with SLAs and minimizing response times.
• Arrange for backup personnel during peak periods, emergencies, or unplanned absences.
• Workforce Coordination:
• Maintain continuous communication with field teams to ensure alignment on service priorities.
• Anticipate and resolve scheduling conflicts or coverage gaps promptly.
• Coordinate with team leads to optimize technician assignments based on skillsets and service requirements.
• Monitoring and Reporting:
• Track service tickets and incident trends to predict staffing needs and improve response times.
• Monitor performance metrics related to scheduling and service delivery, providing regular updates to management.
• Generate reports on scheduling efficiency, SLA adherence, and incident response times.
• Operational Support:
• Ensure that all technician schedules accommodate ongoing training, certification, and professional development.
• Collaborate with operations and HR teams to onboard new hires and integrate them into the scheduling framework.
• Develop and maintain a contingency plan for staffing in case of unexpected events or emergencies.

Qualifications

• Proven experience in workforce management, scheduling, or operations coordination, preferably in a fast pace agile environment.
• Strong familiarity with Microsoft Tool suite and Workforce Management Software
• Exceptional organizational and time-management skills, with the ability to prioritize and handle multiple tasks under pressure.
• Strong analytical skills to forecast workload requirements and align resources accordingly.
• Excellent communication and interpersonal skills to liaise effectively with field teams and management.
• Familiarity with SLA-driven environments and the unique demands of data centre operations is a plus but not essential.

Key Competencies

• Proactive problem-solving with a focus on efficiency and reliability.
• Detail-oriented with a commitment to maintaining high standards of accuracy.
• Flexibility to adapt to changing workloads and business priorities.
• Collaborative mindset, ensuring alignment with cross-functional teams.

Work Conditions

• Office-based role with occasional need to respond to service demands outside regular working hours.
• Dynamic, fast-paced environment supporting critical infrastructure operations.

This role is critical to ensuring uninterrupted service delivery and supporting the high operational standards of data centre operations. Join us to be at the heart of a team that keeps essential services running smoothly.

EOS BENEFITS:

At EOS IT Solutions, we are committed to supporting the well-being and success of our team. Our comprehensive benefits package includes:

• Health, Vision, and Dental Insurance starting the 1st of the month after your start date.
• Travel pay
• Occasional overtime and bonus opportunities for hourly workers
• 10 Days of Paid Time Off (PTO) annually
• 12 Paid Holidays
• 6 Sick Days (available after 90 days of employment)
• 401(k) Retirement Plan with a $2,500 company match (available after 90 days of employment)

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

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