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 dispatches 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 environment, with a strong commitment to customer service. 
• MSP experience in helpdesk or network operations roles.
• Experience with networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS.
• Knowledge of SonicWall and Meraki Firewalls.

• Experience with MSP-related tools: ConnectWise, Ninja One, Addigy, PRTG and IT Glue.

HOURS & LOCATION

Monday to Friday 5:30am–2pm EST. This position requires flexibility as daily travel to client sites in the New York Metro area should be expected.

COMPENSATION

The salary range for this role is $50,000 - $60,000.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish)