Description:
Responsibilities: -Ticket Intake & Validation
- Receive tickets via system, email, or hotline
- Validate site details, SOW, skills, hardware, SLA, and access
- Request missing information within SLA
- Prepare tickets for dispatch -Engineer Sourcing & Assignment
- Identify engineers from internal teams or approved vendors
- Check skill match, availability, travel time, and SLA impact
- Assign work orders
- Ensure timely engineer acknowledgment -Confirmation & Communication
- Send dispatch confirmation to clients
- Share engineer details and ETA
- Provide updates for ongoing or multi-day jobs -Live Tracking & Support While Engineer Is Onsite
- Monitor check-in and check-out
- Support engineers with escalations and approvals
- Track progress and manage delays -Work Completion & Ticket Closure
- Review work documentation
- Verify time, materials, and client sign-off
- Share completion summary
- Close or move ticket for client approval -Reporting & Continuous Improvement
- Track dispatch volume and SLA performance
- Monitor repeat visits and escalations
- Support operational reporting and improvements
Qualifications:
- Good computer proficiency, including Excel and other office tools
- Tech-savvy with the ability to quickly learn new systems and processes
- Bachelor’s degree is a plus
- Very strong English communication skills (verbal and written)
- Ability to coordinate effectively with technical teams
- Strong time-management, follow-up, and organizational skills
- Problem-solving mindset with attention to detail
- Willingness to learn and adapt in a fast-paced technical environment