Jr. Technical Support & Dispatch Specialist

The Jr. Technical Support & Dispatch Specialist owns the IT support desk for our enterprise client accounts, taking every work order from portal intake to invoiced close-out. The role monitors the customer portals daily (including weekends and holidays, since many sites run 24x7), assigns internal job numbers, dispatches regional technicians and subcontractors, keeps the customer informed on every ticket, and makes sure each job lands in the master workbook and the monthly invoice. It is the single point of contact for client requestors and the client's IT operations team on break-fix dispatch and smaller MAC work; project-scale work is handed to a Project Manager with the intake already done.

The role combines dispatch with technical support. You will triage incoming issues, read and clarify scopes of work, troubleshoot remotely alongside field technicians (LAN port and patching faults, access point and switch connectivity, cable test results), and check that completed work meets structured-cabling and network standards before it is closed out. Field work is carried out by technicians on site; you are the technical point of reference behind them.

Key responsibilities

• Intake: Monitor client portals daily (including weekends and holidays), acknowledge requests within SLA, and log each job in the master workbook through close-out.
• Triage: Review each scope of work to decide whether it is a dispatch (under 5 new cables) or a project (5 or more, formal quote required), and route projects to the Project Manager.
• Dispatch: Select the right technician or subcontractor, send a complete work package, confirm site access, and brief them on tooling to avoid return trips.
• Updates: Act as the requestor's single point of contact and keep the portal and customers informed from confirmation to completion note.
• Materials and quotes: Gather material lists, obtain distributor quotes, request purchase orders, and flag quote-required or high-cost jobs to the account lead before ordering.
• Close-out and billing: Record charges, labour hours, and materials, mark jobs ready to invoice, support the monthly invoice run, and keep subcontractor paperwork current.
  

Requirements

• Excellent written and spoken English, with clear, professional emails and confident phone calls to US and, later, European contacts
• 1-3 years in IT technical support, service desk, or field-service dispatch
• Working knowledge of structured cabling and basic networking (Cat6/6A, fiber, patch panels, LAN port activation, access points, switches), with the ability to read an SOW and troubleshoot common faults remotely
• Strong Excel skills, including multi-tab workbooks, lookups, and simple cost calculations
• Process discipline: follows a playbook, logs everything, and chases open items to closure
• Comfortable managing subcontractors and holding them to SLA and paperwork requirements
• Availability for US business hours, a later move to EMEA hours, and a weekend/holiday portal coverage rota
• Diploma or degree in IT, networking, telecom, or a related field, or equivalent hands-on experience
• Entry-level networking certification (CompTIA Network+, CCNA, or CCST), or working toward one
• Hands-on exposure to cable testing tools (e.g. Fluke) and reading test reports
• Experience with ServiceNow-style ticketing portals or a managed-services help desk
• Familiarity with BICSI/TIA standards, CommScope/SYSTIMAX products, or Ekahau wireless surveys
• Procurement experience (distributor quotes, purchase orders, shipment tracking)
• Familiarity with invoicing and job costing (labour hours, mobilisation, tax by location)

Working arrangement

• Hours: initially aligned to US business hours, with a weekend and holiday portal-check rota.
• Shift flexibility: the desk is expected to extend to client sites across Europe and the Middle East (EMEA). The role holder must be willing to move to Central European hours or a split shift when that coverage starts, with reasonable notice.
• Works daily with regional technicians and subcontractors, Purchasing, and the Project Manager on quoted work.