Marketing & Customer Support

Service Desk Dispatcher

Summary:

The Service Desk Dispatcher is responsible for receiving tickets sent in from our clients via email. You will categorize the tickets properly within our ticketing system then you will be assigning those tickets to our Service Desk Technicians.

What’s in it for you?

• Health Insurance (HMO)
• Competitive Salary
• Expanded maternity leave up to 120 days
• Allowances
• Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
• Companywide events
• Fun & Relaxed environment

Job Details:

Service Desk Dispatcher

WFH
Schedule: Monday-Friday 7pm - 4am

Training Schedule: Monday-Friday 10pm -7am (first 2 weeks)

Responsibilities:

• Experience with MSP Processes & Workflows ‑ Ticket Lifecycle, Dispatch, Time Entries, Change Management, Escalation Workflows, SLA Management, email etiquette, and Customer Service
• Act as the single point of contact to the customer for coordinating service delivery.
• Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work maximizing utilization.
• Pre-process service requests as they arrive through email, phone or chat, manual entry, or direct customer input.
• Prioritize calls according to urgency and importance.
• Creation of service tickets for technical support staff.
• Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolutions of issues.
• Monitoring the remote monitoring and management system alerts and notifications, and respond accordingly
• Communicate with clients and staff to effectively schedule service tickets.
• Work collaboratively with clients, support staff, and management to avoid scheduling/prioritization issues.
• Maximize schedule efficiency and effectiveness of technical support staff.
• Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.
• Assign and update ticket priority levels per company standards and based upon client feedback.
• Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
• Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
• Maintaining the Dispatch Portal to be an accurate reflection of work scheduled on-site, remotely, or employee out of office.
• Ensures that ConnectWise calendar accurately reflects staff disposition (such as ensuring that on-site/remote status is accurate).
• Coordinate rescheduling as needed to accommodate urgent support requests.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of technical support resources and successful completion of service requests to the Service Desk Manager.
• Windows Desktop Support (End-user computing)
• Office 365 User Management

Qualifications:

• Minimum 2 years’ experience working in a technology solutions environment
• Excellent written and verbal communication skills
• Experience with ConnectWise (Nice to have)
• MSP Experience (Preferred)
• Strong decision-making and problem-solving abilities
• Strong interpersonal and relationship building skills
• Strong passion for customer service
• Exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Ability to learn quickly in a fast-paced environment
• Proficient in English

by Carl Trinidad

Project Manager

Position Summary:

We are seeking a skilled and experienced Project Manager to lead and deliver IT infrastructure and cloud migration projects within an enterprise environment. The ideal candidate will demonstrate strong technical expertise, exceptional stakeholder management, and a proven track record of delivering projects within scope, budget, and timelines. This role requires collaboration with distributed teams, application of Agile and Waterfall methodologies, and a focus on achieving business objectives through effective project management practices.

Job Details:

• Work from Home
• Monday to Friday | 4 PM to 1 AM Manila Time

Responsibilities

• Project Delivery: Manage end-to-end project delivery, from design and discovery to go-live, ensuring successful outcomes within agreed timescales and budgets.
• Stakeholder Engagement: Communicate effectively with key stakeholders, providing regular updates, presentations, and reports on project status, issues, risks, and progress.
• Team Management: Lead and motivate project teams and stakeholders, applying Scrum Master methodologies to foster collaboration and achieve project goals.
• Budget Management: Oversee project budgets, ensuring financial controls are in place and projects are delivered within financial constraints.
• Planning and Prioritization: Contribute to regular planning processes for project and resource prioritization, aligning deliverables with business objectives.
• Governance and Reporting: Ensure regular project reporting, governance, and tracking mechanisms are in place to monitor progress and address risks proactively.
• Collaboration: Work with distributed teams to achieve project goals, maintaining flexibility to travel as required.
• Technology Insight: Leverage knowledge of modern infrastructure technologies, including cloud platforms, on-premise hosting, networking, and SaaS platforms, to guide project delivery.

Qualifications

• Education and Experience:
  • IT-related degree preferred or equivalent extensive IT experience.
  • Experience working within enterprise-sized organizations and technologies.
  • Demonstrated expertise in datacentre migrations, cloud migrations, and modern infrastructure delivery projects.
• Certifications:
  • Project Management certifications in Scrum and Prince2.
  • ITIL certification (desirable).
• Technical Skills:
  • Experience with cloud computing technologies, preferably Microsoft Azure.
  • Familiarity with Jira or similar enterprise project management tools.
  • Proficiency in Agile and Waterfall methodologies.
• Key Competencies:
  • Excellent communication, presentation, and stakeholder engagement skills.
  • Proven ability to manage multiple projects within distributed teams.
  • Strong organizational skills with the ability to self-manage tasks with minimal supervision.
  • Insight into infrastructure technologies and standards, including Cloud SaaS platforms, on-premise hosting, and networking.
• Additional Requirements:
  • Awareness of finance and budget control principles.

by Carl Trinidad

NOC & Escalations Lead - Level III

Position Summary:

The NOC C Escalations Lead serves as a key resource for ensuring seamless resolution of complex customer issues that helpdesk support teams are unable to resolve, as well as driving NOC improvements in deployment, maintenance, monitoring, and security. The role requires advanced technical expertise in server and networking solutions, scripting capabilities, and responsible for continual systems improvement through the identification and resolution of common issues through scripting to reduce the number of alerts per end point.

Primary Functions of the Position:

• Resolve escalated service tickets for advanced desktop, server, and networking issues that helpdesk support teams are unable to resolve.
• Lead NOC operations, ensuring efficient workflows and high-quality service delivery.
• Utilize automated monitoring systems to identify, troubleshoot, and resolve complex problems on desktops, laptops, servers, networking devices, and related software.
• Manage tickets on the NOC and Escalations service boards, ensuring all tickets are updated with proper notes before resolution.
• Create advanced scripts and automation using best practices to streamline processes, reduce the number of alerts per endpoint, and improve response times.
• Resolve complex issues escalated by junior NOC technicians, demonstrating advanced server and networking skills.
• Troubleshoot and audit client backup issues.
• Run security scans, remediate identified issues, and implement security best practices.
• Assist with patch management and reboot schedules.
• Work directly with vendors to address issues or outages.
• Review and optimize current monitoring tools to ensure best practices are implemented.
• Conduct automated and manual software installations.
• Communicate with Service Desk team members before, during, and after maintenance as well as when any major issues are identified.
• Assist with onboarding and offboarding of clients, typically involving installing or removing agents or software provided by Hitek Data.
• Understand Hitek Data’s offerings and products in relation to the tools to implement and maintain proper monitoring.
• Document processes, procedures, and system baselines related to duties and responsibilities.
• Account for time with a high level of accuracy within the ticketing system.

Job Details:

• Work Setup: Work from Home
• Schedule: Monday to Friday | 10:00 PM to 7:00 AM Philippine Time
• Holidays: Follows US Holidays

Education s Experience:
Understanding of the following:

• PowerShell or other advanced scripting languages.
• Backup scheduling and archive management, including the Windows services that support them.
• SNMP protocol and SNMP monitoring platforms.
• Experience running security scans and remediating issues.
• Direct involvement with PSA, RMM, and network monitoring tools required (administration is a plus). ConnectWise experience preferred.
• 3+ years of experience in a help desk, NOC, or escalations role.
• Prior MSP experience preferred.
• Management experience required, with NOC management as a plus.

  Skills Required for Success:

• Advanced scripting skills to develop automation solutions.
• Proficiency in:
• Microsoft Windows Server Active Directory, Group Policy, and Replication Management C Troubleshooting.
• Virtualization: VMware vSphere and vCenter Management.
• ConnectWise Automate Monitoring and Scripting.
• Nessus Vulnerability Scans.
• Microsoft Windows 10 C 11.
• Microsoft Office/365 Applications.
• Microsoft 365 Administration and Migration.
• LAN/WAN, DNS, DHCP, and Domain Controllers.
• Networking knowledge, including solid fundamentals of Layers 2 C 3 and practical experience creating and managing VLANs.
• General Firewall Setup and Administration.
• Wireless Network Configuration C Troubleshooting.
• Printer/Scanner Setup C Configuration.
• Client Applications such as Adobe, Bluebeam, etc.
• Veeam, Datto, or similar platforms.
• Strong verbal and written communication skills.
• Compassionate, empathetic disposition.
• Exceptional attention to detail and a sense of urgency.
• Active listener with a spirit of teamwork and collaboration.
• Proficient in time management and organization both individually and on behalf of others.
• Energetic, self-motivated, and well-organized.
• Critical thinking skills to properly prioritize and meet deadlines.
• Proven ability to solve complex problems.
• Accountable and reliable.

  Common Certifications:
  • IT Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft, ITIL Certifications – at least one preferred.

by Carl Trinidad