What are the responsibilities and job description for the MSP IT Dispatcher position at Olmec Systems, LLC?

Job Description

The Company

Olmec Systems has been providing our area with the best in managed IT support services since our inception in 1996. We measure our own success by every client success, and nothing makes us happier than to be judged by the company we keep. Olmec Systems provides the highest levels of customer service, expert support, and the best in technology solutions to all our clients.

This position involves being the primary point of contact for all incoming service calls and requests for tech support. Incoming requests will be via phone, email and web. The position of the IT Dispatcher will be responsible for scheduling directly with the customer and assigning proper resources needed to complete any given project, installation, or IT service request. The role requires keeping multiple balls in the air, managing the service team’s scheduling, and maximizing their efficiencies and making certain to achieve established Olmec goals.

This role is a hybrid position with 2 days a week required in our Denville, NJ office. Hours are Monday through Friday, 8 : 30 AM – 5 : 30 PM EST, with a one-hour lunch break in the middle of the day

Job Duties and Responsibilities

Monitoring and managing all service requests from start to finish in a time sensitive manner
Learning, understanding and improving the systems we use to run our business
Primary contact point for all incoming requests for service or support via phone, email or web
Primary business hours are Monday – Friday 8 : 30 am to 5 : 30pm
Managing and maximizing the hours of all available engineers daily
Working with Sales team to provide support as needed
Works with management to identify and coordinate training opportunities for engineers as needed
Complete personal training on all systems we use to stay current and up to date on all systems
Candidates can expect to answer incoming phone calls to the business throughout the day.

Experience and Education Requirements

Active or prior experience handling dispatching duties for an MSP or IT consulting firm, specifically using the Connectwise platform.

2 or 4 year college degree, or equivalent experience in a related field

3 to 5 years of working in an office environment, preferably in the Information Technology or Telecommunications fields

Ability to think on your feet and to be able to manage multiple service tickets at any one time

Monitoring and managing any and all changes to the schedule directly with the customer and team members involved in the delivery of the service

Ability to effectively work across teams

Proficient in Word, Excel, Power Point and other office management software

Attention to detail, deadlines, professional office protocol and internal controls required

Strong written and oral communications skills required

Ability to properly manage Company proprietary & confidential information

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