DISPATCH SUPPORT SPECIALIST
Make your next big career move by applying as KMC Solutions' next DISPATCH SUPPORT SPECIALIST
We are interested in hiring a Dispatch Support Specialist to work as a member of our Service Delivery Team. This person will be responsible for efficiently and accurately assign out incidents and requests. This person will also work to minimize the number of incidents through creating and documenting repeatable procedures.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a DISPATCH SUPPORT SPECIALIST include:
- Assign tickets to various resolver groups ranging from Tier 1, Tier 2, Tier 3 and NOC support teams.
- Communicate with all service desk team members, operations support, and end users to ensure proper recording of incidents and service requests
- Ensure that all tickets are being processed efficiently and appropriately based on priority and age
- Professionally communicate updates on ticket statuses and follow up with Support Team Members on current state of issue/request on behalf of the Service Delivery Managers and their clients
- Escalate tickets requested by Service Delivery Managers to better serve our client base
- Schedule onsite visits to client locations on behalf of the Field Support specialists and Service Delivery Managers
- Escalate all process issues and improvements to IT Service Desk Lead and/or IT Leadership
- Work closely with the Incident Coordinator team to better assist their team with P1 and P2 incidents.
To apply, you must be an expert on the following requirements:
- Ability to triage and identify incident severity - based on client urgency and impact
- Extensive understanding of incidents or requests for immediate coordination and resolution
- Expert knowledge of SLAs (Service Level Agreements) and OLAs (Operational Level Agreements)
- Proficient using tools to conduct quarterly and annual trend analysis studies as required and present reports to management for review
- Ability to perform IT Operations system administration tasks as assigned and authorized
- Solid understanding of ITIL/ITSM specific to Incident management, Change Management, Problem Management, Root Cause Analysis
- Prior ITSM ticketing experience required. Previous MSP, and ConnectWise experience - a plus.
- Proficient with Microsoft Office suite products. Advanced knowledge of excel - a plus
- Excellent communication skills as this role requires client communication via ticketing system and phone to effectively communicate progress and provide remediation plans
- Ability to multi-task and adapt to changes quickly, as well as quickly adapt and understand the sense of urgency
- Technical awareness: Ability to match resources to technical issues appropriately
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Strong customer service experience or skills required
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Typing skills to ensure quick and accurate entry of service incident details
- Self-motivated with the ability to work in a fast-moving environment
- Full-time, non-exempt role
It will also be favorable if you are knowledgeable in:
- MSP industry
- ITSM and Ticketing Tools
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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