Remote IT Dispatcher

Title: Dispatcher

Xterra Solutions is a client-focused IT services company that delivers the highest possible level of technical expertise with an unwavering dedication to extraordinary service. We are looking for a Dispatcher who is excited about taking on new challenges and has a passion for technology to support the Xterra Service team with unparalleled customer service. This position requires dedication, persistence, follow-up, effective time management and exceptional communication skills.

Check us out if you:

·       Want to join a team with an awesome company culture and friendly co-workers that focus on success for the entire team.

·       Want to develop a strong sense of accomplishment and the feeling that what you do really matters!

·       Are a key contributor that enjoys being rewarded for your effort!!

·       Love new technology.

·       Want to work with a team of people who are cool, like to have fun and believes in work life balance.

Xterra is committed to growth as a company, which to us means growth in our employees. Training, learning, and growing is a major part of working at Xterra.

Join Xterra today!

·       Competitive Wages

·       Employee Recognition

·       Training Programs

·       Excellent Benefits

The Dispatcher reports to the Director of Engineering and is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. The Dispatcher will perform service request intake from clients; assign, schedule and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

Job Responsibilities:

• Serve as the primary point of contact for client service requests
• Coordinate with IT support groups to maximize resource utilization
• Schedule technical resources using the ConnectWise dispatch portal
• Keep clients informed of incident progress and upcoming changes/outages
• Improve client service perception and satisfaction through fast response times
• Work collaboratively and communicate effectively with the team
• Improve the usage and productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report IT support resource utilization and successful completion of service requests to the Director of Engineering
• Understand processes in ConnectWise and enter all work as service tickets

Requirements

Skills & Qualifications:

• Basic computer and operating system knowledge
• Highly organized with strong time management and decision-making abilities
• Technical awareness and ability to match resources to technical issues
• Service awareness of key IT services for which support is provided
• Understanding of support tools, techniques, and technology used in IT services
• Excellent verbal and written communication skills
• Typing skills for quick and accurate entry of service request details
• Interpersonal skills and ability to follow up effectively
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Highly self-motivated with ability to work in a fast-paced environment
• Strong ability to multitask and adapt to changes quickly
• Works effectively with team members and supports company goals
• "Whatever it takes" attitude and motivation to get the job done

Other Requirements:

• Previous client service experience preferred
• Familiarity with computer system support terminology concepts

Benefits

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Holidays, Short Term Disability, Long Term Disability, 401K Plan, Bonus Program

$45,000-60,000 annually