At Tech Networks of Boston, we fulfill mission-driven goals and use IT for good. We are seeking a MSP IT Service Coordinator and Dispatcher to join our team of IT professionals. Surround yourself with highly motivated experts in the tech industry and hone your skills with the guidance of our respected leadership.

Compensation & Benefits

• Average starting salary: $52,000 to $55,000 (BOE)
• Robust benefits package/opportunities for professional growth
• Access to TNB-funded IT professional learning experiences, provided for all employees looking to earn current tech certifications; up to $1,000 per year for professional development expenses; bonus after passing exams

Requirements

• Minimum of 2 years’ experience with a Managed Services Provider (MSP) and/or 3 years’ experience with a technical services firm that provides multi-client support
• Sufficient technical knowledge to triage problems, oversee client communications and coach engineers be efficient in troubleshooting problems.
• Direct experience with Windows 10 and/or Windows 11 and the array of Microsoft 365 stack Suite (especially Outlook, Word, Excel, and PowerPoint; familiarity with Project is a plus
• Some knowledge of firewall and Azure administration
• Demonstrated aptitude for balancing technical proficiencies with customer service skills, good time management skill
• Associate’s Degree and/or Bachelor’s degree a plus
• Knowledge of ConnectWise is a plus

Responsibilities

• Schedule: ssign internal and field resources portal for scheduled client visits, projects, service desk and NOC tickets in the queue on the dispatch board.
• Service Oversight: Monitor the resolution of issues, ensuring timely and effective support to end-users and delivering service within established service levels.
• Network Operations: Review network operations reports to ensure that the NOC is delivering service within established service level agreements.
• Escalation Management: Handle escalations and customer complaints, coordinate resources, and ensure prompt resolution.
• Customer Communication: Communicate with customers to gather feedback, provide updates on ongoing issues, and maintain positive relationships
• Billing Process: Ensure time entries are accurate for billing and escalate unexpected charges or hours to the Director of Managed Service

Apply today: If you are interested in joining our TNB team, please send your resume and a cover letter detailing why you wish to be considered for this position to jobs@techboston.com. No phone calls, please.

TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status. In addition, TNB promotes and supports a variety of diversity, equity, and inclusion and sustainability programs.

To learn more about Tech Networks of Boston, read our annual report.