What are the responsibilities and job description for the Dispatch Technician position at Net3 IT?
Company: Net3 IT, a leading Managed IT Service Provider
Job Summary:
Net3 IT is seeking a highly organized and customer-focused IT Service Dispatcher to join our team. The ideal candidate will excel in coordinating IT service requests, prioritizing tasks, and ensuring efficient communication between our clients and technical staff. This role is crucial in maintaining our high standards of customer satisfaction and operational efficiency.
Key Responsibilities:
1. Receive and log incoming IT service requests via phone, email, and ticketing system
2. Assess and prioritize service requests based on urgency and impact
3. Assign tickets to appropriate technicians based on skill set and availability
4. Coordinate scheduling of on-site visits when necessary
5. Provide basic troubleshooting guidance to clients when appropriate
6. Monitor open tickets and follow up on their progress
7. Communicate updates and resolutions to clients in a clear and timely manner
8. Maintain accurate and detailed documentation of all interactions and resolutions
9. Collaborate with the technical team to ensure service level agreements (SLAs) are met
10. Identify and escalate critical issues to management when necessary
Required Qualifications:
1. Excellent verbal and written communication skills
2. Strong customer service orientation with a patient and empathetic approach
3. Ability to remain calm and professional in high-pressure situations
4. Exceptional organizational and multitasking abilities
5. Proficiency in using ticketing systems and Microsoft Office suite
6. Strong attention to detail and problem-solving skills
7. Ability to work independently and as part of a team
8. High school diploma or equivalent; Associate's or Bachelor's degree preferred
Desired Qualifications:
1. Basic knowledge of IT systems and common troubleshooting techniques (not required, as training will be provided)
2. Experience in a customer service or dispatch role
3. Familiarity with ITIL practices
4. Understanding of managed IT services industry
Net3 IT offers comprehensive on-the-job training to help you develop the necessary IT knowledge and skills. The ideal candidate will have a passion for technology and a desire to learn and grow within the IT industry.
If you are a strong communicator with excellent customer service skills and a desire to work in a dynamic IT environment, we encourage you to apply for this exciting opportunity at Net3 IT.
Net3 IT is an equal opportunity employer and values diversity in our workforce.
inclusive environment for all employees.
Job Type: Full-time
Pay: $19.23 - $21.63 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Dispatching: 1 year (Preferred)
Ability to Relocate:
- Knoxville, TN 37923: Relocate before starting work (Required)
Work Location: In person
Salary : $19 - $22