General Summary:

The NOC team provides managed services and remote support to a wide variety of customers, including business, school and local government. The NOC Dispatcher is responsible for the scheduling of technical resources for service requests. They participate in answering inbound calls and monitor the service mailbox in order to create service orders to dispatch. In order to maintain a high level of service, the NOC Dispatcher continuously monitors the service order queues for needed adjustments. The NOC Dispatcher assists in notifying customers of security events and upcoming maintenance schedules.

Essential Job Functions:

• Answer incoming calls and create service orders.
• Monitor service mailbox and create service orders.
• Manage the scheduling of technical resources.
• Continuously monitor service queues for needed adjustments.
• Monitor the status of open tickets in order to follow up on and close them in a timely manner.
• Send notification of security events.
• Work closely with the Project Manager and Operations Dispatcher to provide a seamless service order flow.
• Assists working on non-time sensitive service orders when time permits.
• Updates customer network documentation.

Other Responsibilities:

• Performs all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Knowledge of Desktop PC, printer and other peripheral hardware.
• Knowledge of Microsoft Professional Operating Systems. Basic Knowledge of Microsoft Server Operating Systems.
• Knowledge of Internet browsers; Microsoft Office, and other types of application software.
• Knowledge of basic network diagnostics and troubleshooting techniques required.
• Ability to prioritize and reassign.
• Ability to interpret reporting data.
• Ability to respond promptly to customer needs, requests for service and assistance.
• Ability to problem solve, using all available resources to find resolution.
• Ability to communicate verbally and in written formats with customers, co-workers and business associates in a professional and courteous manner.
• Ability to function effectively as a team player.
• Ability to adapt to changes in the work environment and external influences.
• Ability to manage competing demands and change approach or method to best fit the situation.
• Ability to undertake self-development activities.
• Knowledge of Company policies and procedures.

Education and/or Experience:

• One or more years of higher education or related experience and/or training related to the IT industry. 

Physical Requirements:
 

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.