MSP Dispatch

Edge Solutions Group is a California based managed service provider that offers white-glove service to a diverse range of clients. We take pride in providing exceptional customer service to all of our clients, regardless of their size or industry. Our team is dedicated to ensuring that our clients’ technology needs are met, so they can focus on their core business. As we continue to grow, we are looking for a talented MSP Dispatcher who can thrive in a fast-paced environment and help us meet the needs of our expanding client base.

Job Summary:
The MSP Dispatcher is responsible for efficiently coordinating the MSP team, including technicians and support staff. The position plays a critical role in ensuring that client needs are met in a timely and satisfactory manner, by remotely dispatching technicians to provide onsite and remote support, assigning service tickets to technicians, and monitoring service tickets to ensure that they are resolved promptly and professionally. The MSP Dispatcher works closely with the service delivery team, customers, and vendors to ensure that service level agreements are met and that service delivery is of the highest quality.

Key Responsibilities:
– Remotely dispatch MSP technicians to provide onsite and remote support to clients
– Assign service tickets to technicians based on skill set and availability, while ensuring that each ticket is properly categorized and prioritized
– Monitor service tickets to ensure they are resolved in a timely and professional manner, while providing clear and timely updates to clients and technicians
– Communicate with clients and technicians to provide updates and status reports on service tickets, while managing client expectations
– Schedule and coordinate service appointments while ensuring that the right technician is assigned to the right job
– Maintain accurate records of service tickets, including client information, service history, and technician notes
– Ensure that all service level agreements are met, and customer satisfaction is maintained
– Collaborate with the service delivery team, vendors, and customers to ensure that service delivery is of the highest quality
– Continuously identify opportunities to improve service delivery processes and procedures

Qualifications:
– High school diploma or equivalent, with some post-secondary education preferred
– 1-3 years of experience in a dispatch or coordination role, preferably in an MSP or technical support environment
– Strong English communication skills, both verbal and written, with the ability to communicate effectively with clients, technicians, and team members
– Excellent organizational skills, with the ability to prioritize tasks and manage time effectively
– Strong problem-solving skills, with the ability to think critically and creatively to resolve issues
– Ability to work effectively in a fast-paced environment, with the ability to adapt to changing priorities and deadlines
– Proficient in Microsoft Office applications, including Word, Excel, and Outlook
– Familiarity with help desk ticketing systems, such as ConnectWise or NinjaRMM, preferred

Schedule:
– Monday-Friday 700AM Pacific to 500PM Pacific
– 1 hour lunch

We appreciate your interest and would like to request that you send us your resume in PDF format.