Technical Support Dispatcher

You must live in the Austin area to be considered for this job. We have offices in Austin, Texas and Lake Charles, Louisiana. Your work will predominantly be remote from home with occasional visits to our Austin office.

Server At Work is a SOC 2-audited IT Managed Services Provider serving businesses across Texas and Louisiana. We specialize in delivering comprehensive IT solutions including managed IT services, cybersecurity, cloud management, VoIP systems, backup and recovery, and IT strategy consulting. For more than 12 years our close-knit team of 30 employees has helped our cherished clients improve their businesses with rapid response times, friendly service, and an emphasis on personal client relationships.

What you'll be doing as a Technical Support Dispatcher:

You will be the initial point of contact for all incoming support requests. Your responsibility will be to answer phone calls and triage requests from clients seeking IT support. You will also work in a ticketing system to triage and update ticket submissions ensuring tickets are complete and contacting clients for missing information. Phone calls and ticket submissions will be routed by you to the proper service team to ensure efficient, prompt responses to client requests. You will need a conversational understanding of business technology to solicit information and document requests in tickets.

Qualities we need in you -- our 5 P's:

Personability: our people are personable and empathetic to our clients and to each other.

Purpose: we commit to creative problem-solving and delivering long-term solutions rather than quick fixes.

Professionalism: we promote a culture of teamwork and compassion.

Pliabilty: adaptability is key when working in the IT industry. We emphasize flexibility of mind and a willingness to explore new ideas.

Prestige: we endeavor to be the best in the industry through integrity, conscientiousness, and high standards.

More details about the job:

Job Type: Full-time
Travel: 5% 
Work Location: Must reside in the Austin, Texas area

Responsibilities:

• Answer client phone calls and create ticket requests for service teams
• Monitor the triage ticketing queue and assess inbound ticket submissions
• Review ticket submissions for completeness and gather additional customer information
• Assign tickets to the appropriate service team based upon scope and priority
• Escalate critical issues to relevant teams
  
• Provide feedback to customers on ticket status
  

Qualifications:

• Basic knowledge of Microsoft 365 terminology and business technology terms (e.g. switch, firewall, access point, Mac, Windows, etc.)
• 1 years in a customer service or dispatch role
• Helpful attitude towards assisting others
• Strong organizational and multitasking skills
• Excellent verbal and written communication
• Must be a US citizen
• Valid US driver's license and auto insurance
• Light to medium lifting capabilities

Desired Qualifications and Experience:

• Associate's Degree (AA/AS) or Bachelor's Degree (BA/BS)
• Prior experience working at an MSP
• Experience working in ticketing systems
• Understanding of ITIL-based service delivery and SLA management

About the position:

• Work hours are Monday - Friday 8am - 5pm Central (Except major holidays)
• Work hybrid from your home office and the Server At Work office in Austin, Texas
  
• We provide employee healthcare insurance benefits
• We provide optional dental, vision, and life insurance
• Paid vacation and sick days
• 401k with employer contributions
• Monthly cell phone stipend
• Reimbursement for mileage incurred while using a personal vehicle

Salary : $17