Dispatch Engineer

A dispatch engineer acts as the central coordination hub for field/on-site interventions. They ensure the right technician is assigned to the right task at the right time balancing skills priority SLAs and customer impact. The dispatch engineer orchestrates communication between the remote support teams field engineers and customers to keep operations running smoothly and within agreed service levels.

Responsibilities:

• Review incoming tickets (Incidents Service Requests IMACD) from the ITSM tool.
• Validate categorization impact/urgency and priority (P1-P4) and ensure required details (assets location contact access change windows) are present.
• Flag incomplete tickets for clarification and fast-track high-priority incidents.
• Scheduling On-Demand Field Technicians for interventions at client locations globally.
• Coordinate bridge calls for on-site interventions ensuring the right technical and business stakeholders join promptly.
• Provide timely updates to customers with SLA cadence; set expectations on ETAs and next steps.
• Maintain clear concise ticket notes and handoffs to other shifts/regions (follow-the-sun)
• Maintain accurate logs for all dispatch decisions scheduling changes parts consumed and travel time.
• Handle reschedules and access constraints professionally to minimize business impact.
• Contribute to knowledge base (runbooks SOPs decision trees) for recurring dispatch scenarios.
• Work non-standard business hours / global support.

• Entry level - less then 3 years
• Any IT support experience is advantageous but a minimum of 6 months experience within an IT support / customer support team is required.

• Ability to remain flexible within a changing environment
• Able to multi-task and constantly prioritize workload
• Strong communication skills
• Teamwork
• Problem solving ability
• Dependability
• Result oriented
• Strong analytic abilities reporting planning and organizational skills

Disclaimer:

The preceding job description was designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

Whats next:

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About us:

We are the Stefanini group a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. Here we like to say that technology is not the end but the means: what really matters are the people who drive it all. Our mindset is AI First meaning we invest in cutting-edge technology in everything we do focusing on results for our clients.

We are a company A GROUP that breathes collaboration and offers a dynamic environment where you will learn by doing grow alongside the team and have space to contribute with ideas and projects.

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