Helpdesk Dispatch

As a Helpdesk Dispatch, you’ll be at the forefront of our service delivery team, reporting to the Service Delivery Manager. Your main responsibilities will include documenting and prioritizing service requests from customers, whether through phone calls, emails, text messages, chats, or tickets. In this role, you represent our organization’s voice. Additionally, you may need to help out with occasional tasks and make outbound calls to our existing clients.

RESPONSIBILITIES

• Document and respond to service requests from customers.
• Monitor the ticket queue and action assigned tasks.
• Document work performed and the associated time spent.
• Develop and maintain documentation of customer environments, baseline configurations, and work instructions.

REQUIRED SOFT SKILLS/ATTRIBUTES

• Exceptional Customer Service
• Effective Oral and Written Communication
• Attention to Detail and Excellent Organization

QUALIFICATIONS/EXPERIENCE

• REQUIRED
  • High School Diploma or GED

• BENEFICIAL
  • CompTIA ITF+
  • Microsoft Certified Fundamentals

Field Technician

As a Field Technician, you’ll be at the forefront of our service delivery team, reporting directly to the Service Delivery Manager. Your main duties will involve visiting customer sites to handle service requests and projects. Since you represent Cole Tech, maintaining a professional appearance, having strong communication skills, and delivering excellent customer service are essential. Continuous learning is vital in the IT industry, and we prioritize it by allocating time for on-the-job training and skill development to enhance your ability to support our customers effectively.

RESPONSIBILITIES

• Document and respond to service requests from customers.
• Monitor the ticket queue and action assigned tasks.
• Document work performed and the associated time spent.
• Develop and maintain documentation of customer environments, baseline configurations, and work instructions.
• Work with the team to install, configure, maintain, troubleshoot, and repair:
  • Windows and MacOS Desktop, Laptop, and Tablet Computers
  • IOS and Android Tablets and Smartphones
  • Various Productivity and Line of Business Applications
  • Network Cabling, Switches, Wireless Access Points, and Firewalls
  • Hyper-V and VMware Hypervisors
  • Windows and Linux Servers
  • Network Attached Storage Devices and Storage Area Networks
  • Local and Networked Printers and Scanners
  • Microsoft 365 and Google Workspace
  • Microsoft Azure and Amazon Web Services
  • Public Branch Exchanges, Telephones, Headsets, and Paging Systems

• Complete assigned continuing education goals.
• Mentor and train junior technicians.

REQUIRED SOFT SKILLS/ATTRIBUTES

• Professional and Well-Groomed Appearance
• Effective Oral and Written Communication
• Exceptional Customer Service
• Attention to Detail and Excellent Organization
• Critical Thinking and Problem-Solving Skills
• Drive for Continuous Improvement and Lifelong Learning

QUALIFICATIONS/EXPERIENCE

• REQUIRED
  • High School Diploma or GED
  • Class D Driver’s License
  • CompTIA A+ (Or Equivalent Education/Experience)
  • Microsoft Certified Fundamentals (Or Equivalent Education/Experience)

• BENEFICIAL
  • Degree in a Relevant Field of Study
  • CompTIA Net+, Server+, Sec+, or Cloud+
  • Microsoft Certified Associate
  • Apple Device Support
  • Fortinet Certified Fundamentals