Onsite Dispatch Technician

charterts; New York (NY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

CTS, headquartered in Brooklyn, NY, seeks an Onsite Dispatch Technician to perform scheduled field visits and remote support as part of the Service Delivery division. You will troubleshoot and support clients’ technical environments while coordinating with multiple teams throughout the day.

Office travel across the New York Metro area is required; occasional remote work with the Helpdesk team is possible when on non-dispatch days.

Qualifications

• Experience with Mobile Device Management (MDM) solutions.
• Proficient in WAN/LAN networking, routing, switching, security, and load balancing.
• Experience with WLAN technologies including Meraki, UniFi, and Cisco.
• Experience with Windows Server, Windows Desktop, and Apple ecosystem.
• Experience with Grand Stream or other Asterisk-based PBX systems.
• Experience with Android, iOS, GSuite, and Office365.
• Strong time management and ability to adapt to changing priorities.
• Excellent written and oral communication skills.

Responsibilities

• Provide onsite troubleshooting and configuration of network equipment, servers, workstations, and applications for CTS clients.
• Respond to and resolve service requests/incidents dispatched per SLAs.
• Liaise with internal teams, vendors and client contacts.
• Perform onsite recurring maintenance at client sites.
• Track time, communications and work output via ConnectWise Manage PSA.
• Create and maintain information and documentation in ConnectWise Manage and IT Glue.
• Serve as a resource for internal/client-facing projects when needed.
• Complete assigned book of work items as delegated by supervisors.

Skills

MDM solutions

WAN/LAN networking

WLAN technologies

Windows & macOS

PBX systems

Android/iOS / G Suite / Office365

Time management

Strong communication

Tools

ConnectWise Manage

IT Glue

Job description

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We're committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. Learn more about us at https://www.charterts.com

JOB SUMMARY

The Onsite Dispatch Technician is an important role within the Service Delivery division at CTS. This Technician is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. As an ODT, you are responsible for the delivery of impeccable troubleshooting and general support of our clientele's technical environment while also providing high quality work and customer service. This role presents you with the opportunity to work closely with all levels of service delivery (Network Operations, Service Center, Field Services, Engineering, Escalation, Device Deployment and so on). It is critical that you be flexible and adaptable since you will be moving around as needed throughout the day and week. There will be moments where an onsite dispatch may not be needed for the day and during those times you can work remotely with the Helpdesk team.

This is an individual contributor - technical position. You must be able to travel in the New York Metro area and:

• Maintain availability to report onsite as early as 7am and throughout the workday to respond to dispatch requests as needed.
• Demonstrate the ability to prioritize assignments from leadership while remaining flexible, responsive and committed to delivering high quality work.
• Remain adaptable and prepared to travel between customer sites throughout the day based on operational needs and leadership direction.

KEY RESPONSIBILITIES

• Provide onsite troubleshooting and configuration of network equipment, servers, workstations and applications for CTS clients.
• Respond to and resolve service requests/ incidents dispat ches in accordance with existing procedures and service level agreements (SLAs).
• Liaise with internal teams, vendors, and client contacts.
• Perform onsite recurring maintenance at client sites .
• Track time, communications, and work output via our ConnectWise Manage PSA.
• Create and maintain information and documentation in Connectwise Manage and IT Glue.
• Serve as a resource, if needed, for internal/client-facing projects.
• Complete assigned book of work items as delegated by Incident Response Coordinator/Dispatcher or Service Delivery Supervisors.

REQUIRED SKILLS AND QUALIFICATIONS

• Experience with MDM's (Mobile Device Management) solutions.
• Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
• Experience with Grand Stream or other Asterisk-based PBX systems.
• Experience with Android, iOS, Gsuite, and Office365.
• Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
• Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies.
• Strong written and oral communication skills are a strict requirement.

REQUIRED CRITERIA FOR ALL LEVEL 8 TECHNICIANS

Knowledge: Is an established and steady performer that is beginning to focus on attaining expertise in one or more areas. Learns quickly and makes steady progress without the need for constant or significant feedback from more senior team members.

Delivery: Applies learned concepts to solve issues of a clearly defined scope and/or limited complexity. Able to solve technical issues unassisted some of the time. Able to accomplish developmental assignments that require limited decision making and complexity. Documents processes and procedures.

Communication and Leadership: Able to effectively communicate with internal stakeholders, including peers and managers. Able to communicate assumptions and obtain clarification on tasks to minimize the need for rework. Able to understand generally how their work fits into the larger project and communicate any lack of understanding.

PREFERRED SKILLS AND QUALIFICATIONS

• 2+ years of experience in a customer-facing, technical-services