IT Hardware Support Coordinator

Role Overview

The IT Hardware Support Coordinator serves as the primary liaison between end-users, hardware technicians, procurement teams, and external Original Equipment Manufacturers (OEMs). This position is responsible for ensuring prompt hardware delivery, adhering to service level agreements (SLAs) for physical hardware repairs, maintaining accurate IT asset records throughout the equipment lifecycle, and managing vendor relationships including warranty dispatches and return merchandise authorizations (RMAs).

This role does not involve physical repair work but centers on streamlining processes, managing logistics, maintaining inventory accuracy, routing support tickets appropriately, and coordinating cross-functional hardware support activities.

Key Duties

• Receive, prioritize, and assign hardware service requests submitted via calls or emails to on-site technicians or field engineers.
• Oversee hardware requisitions, dispatch activities, and resolution of hardware issues.
• Plan and manage equipment distribution, replacements, and returns.
• Coordinate courier shipments and track physical returns of IT assets following service completion.
• Perform periodic physical inventory audits of IT peripherals.
• Set and monitor minimum and maximum safety stock levels for high-turnover items such as RAM, monitors, mice, and keyboards and initiate replenishment orders as needed.
• Handle warranty service interactions and RMAs with peripheral vendors.
• Arrange visits of vendor field service engineers, manage building access for them, and confirm repair completion prior to closing support tickets.