Onsite Dispatch Technician

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions however our team is equipped to handle the complexities of IT across a variety of sectors. Were committed to making technology work seamlessly so our clients can focus on making a difference regardless of their industry.

At CTS we believe in building a company culture that fosters growth collaboration and innovation. By joining our team you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn NY with 90 employees across the US and several other countries. Learn more about us at

JOB SUMMARY

The Onsite Dispatch Technician is an important role within the Service Delivery division at CTS. This Technician is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. As an ODT you are responsible for the delivery of impeccable troubleshooting and general support of our clienteles technical environment while also providing high caliber quality work and customer service. This role presents you with the opportunity to work closely with all levels of service delivery (NOC Service Center Field Services Engineering Escalation Device Deployment and so on). It is critical that you be flexible and adaptable since you will be moving around as needed throughout the day and week. There will be moments where an onsite dispatch may not be needed for the day and during those days you can work remotely with the Network Operations Team.

This is an individual contributor technical position. You must:

• Be available to be onsite by 7am as well as throughout the day Monday through Friday in case a dispatch to go onsite is required.
• Be willing and able to prioritize requests from dispatch coordinators and above. Lastly need to be able to juggle time between multiple SD departments (Network Operations Security Operations and Service POD teams) while being flexible and at the same time not compromising good quality of work.
• Be flexible and adaptable and able to move around from site to site throughout the day as the Incident Response Coordinator and Service Delivery leadership deem necessary.

KEY RESPONSIBILITIES

Provide onsite troubleshooting and configuration of network equipment servers workstations and applications for CTS clients.
Respond to and resolve servicerequests/incidents dispatches in accordance with existing procedures and service level agreements (SLAs).
Liaise with internal teams vendors and client contacts.
Perform onsite recurring maintenance at client sites.
Track time communications and work output via our ConnectWise Manage PSA.
Create and maintain information and documentation in Connectwise Manage and IT Glue.
Serve as a resource if needed for internal/client-facing projects.
Complete assigned book of work items as delegated by Incident Response Coordinator/Dispatcher or Service Delivery Supervisors.

REQUIRED SKILLS AND QUALIFICATIONS

Experience with MDMs (Mobile Device Management) solutions.
Experience in WAN/LAN networking including routing switching security and load balancing.
Experience in WLAN technologies including but not limited to Meraki UniFi and Cisco.
Experience with Microsoft Windows Server Windows Desktop and Apple Ecosystem.
Experience with Grand Stream or other Asterisk-based PBX systems.
Experience with Android iOS Gsuite and Office365.
Self-motivated with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
Ability to clearly articulate business and technical problems in terms of data and symptoms causes and effects and potential remedies.
Strong written and oral communication skills are a strict requirement.

REQUIRED CRITERIA FOR ALL LEVEL 8 TECHNICIANS

Knowledge: Is an established and steady performer that is beginning to focus on attaining expertise in one or more areas. Learns quickly and makes steady progress without the need for constant or significant feedback from more senior team members.

Delivery: Applies learned concepts to solve issues of a clearly defined scope and/or limited complexity. Able to solve technical issues unassisted some of the time. Able to accomplish developmental assignments that require limited decision making and complexity. Documents processes and procedures.

Communication and Leadership: Able to effectively communicate with internal stakeholders including peers and managers. Able to communicate assumptions and obtain clarification on tasks to minimize the need for rework. Able to understand generally how their work fits into the larger project and communicate any lack of understanding.

PREFERRED SKILLS AND QUALIFICATIONS

2 years of experience in a customer-facing technical-services environment with a strong commitment to customer service.
MSPexperience in helpdesk or network operations roles.
Experience with networking protocols: TCP/IP VPN IPSEC VoIP and QoS.
Knowledge of SonicWall and Meraki Firewalls.

Experience with MSP-related tools: ConnectWise Ninja One Addigy PRTG and IT Glue.

HOURS & LOCATION

Monday to Friday 7am3:30pm.This position requires flexibility as daily travel to client sites in the New York Metro area should be expected.

COMPENSATION

The salary range for this role is $55000 - $75000

CTS participates in the E-Verify Program. As part of this program the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at (information available in English and Spanish).

BENEFITS

• Competitive compensation
• Health Insurance (medical vision dental) 80% covered for employee-only plans and 75% covered for employee-spouse employee-kids and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance with optional Supplemental Life Insurance
• Paid Time Off including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

THE HIRING PROCESS

We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from .

Once you are successfully approved on one step you will be moved to the following one.

* Steps 4 5 and 6 may not occur or be set up differently depending on the position. We will let you know at the beginning of your process with us!

1. Application review
2. First interview with our team in a 30 minutes phone call
3. Interview with the Hiring Manager from 30 to 45 minutes online video call
4. * Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members) usually for 1 hour
5. * Team Interview a conversation with future colleagues from 45 minutes to 1 hour
6. * Executive Interview with one of our Leaders from 30 to 45 minutes
7. An offer is extended
8. Welcome to CTS!! o/

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race color ancestry national origin religion disability sex (including pregnancy) age gender gender identity sexual orientation marital status veteran status or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation please reach out to once youve begun the interview process. All requests for accommodations are treated discreetly and confidentially as practical and permitted by law.