Onsite Dispatch Technician

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 (NOC, 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 available to be onsite by 7am as well as throughout the day Monday through Friday in case a dispatch to go onsite is required.
• Be willing and able to prioritize requests from dispatch coordinators and above. Lastly need to be able to juggle time between multiple SD departments (Network Operations, Security Operations, and Service POD teams) while being flexible and at the same time not compromising good quality of work.
• Be flexible and adaptable, and able to move around from site to site throughout the day as the Incident Response Coordinator and Service Delivery leadership deem necessary.

• 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.

• 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.

• 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.

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.

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.

Depending on the role, some steps may be adjusted or added - we’ll let you know upfront!

1. Screening call with a member of our HR team (30 minutes)
2. Technical interview with the Hiring Manager (45 minutes)
3. Panel interview with the Hiring Manager and Department Director (60 minutes)
4. (If applicable) Executive interview

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.