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Dispatch Junior Technician

Dispatch Junior Technician

Information Technology Jobs

Smart Dolphins IT Solutions

ATTENTION: Only applicants that submit their resume by following link (https://form.jotform.com/211316488599266) will be considered.


Job Summary:

As a first responder (dispatcher), you are the first touch on all incoming tickets. The essential part of your role is to apply technical expertise and soft skills to each unique ticket, setting it on an efficient and clear course to resolution. Many times, you are the first and only impression a Client receives of our company. Your attitude, professional manner and personal attention given on every call, in each conversation, is paramount to our success.

First Response technicians are motivated and able to multitask, communicate well with their other team members. They are knowledgeable and can balance the "full picture" of what is going on in the reactive world. When the other Roles are leveraged appropriately, First Response Technicians can maintain a light calendar of pre-arranged tickets.


Job Responsibilities:

  • Answer phone calls promptly.
  • Provide remote and occasional in person support to end-users, depending on the impact and urgency of the  ticket.
  • Diagnose & Resolve 90% of assigned service tickets, escalating and handing off to peers when unable to resolve.
  • Assist your peers in organizing their work to ensure efficiency and maintainable schedules.
  • Keep accurate track of time and service detail for assigned tickets, in real-time.
  • Participate in regularly scheduled team huddles, prepared to report on your individual metrics including reasons for deviation.
  • Maintain education and knowledge to align with support needs.
  • Live and breath Smart Dolphins’ Core Values. Understand and help drive our Vision, Mission, Value Proposition, and Service Offerings.
  • Enthusiastically take on the role of your primary job description, knowing that at times you will be called upon to fill responsibilities defined within secondary job functions.


Skills and Experience of a Support Team Specialist Technician

  • Diagnose & Resolve hardware and software issues.
  • Experience with major hardware vendors – Dell, HP, etc.
  • Updated knowledge of Microsoft Windows operating systems – desktop and server.
  • Knowledge of Microsoft Applications (Exchange, SQL, etc.) is a plus.
  • Networking knowledge (DNS, switches, firewalls, VPN, etc.) is desired.
  • Troubleshooting skills are required.
  • Excellent writing & communication skills.
  • Client Service experience.
  • Current education/experience/certifications reflecting your competency in your chosen field.

Experience is great, but we are looking for the right person to join our awesome award-winning team! Smart Dolphins will provide training to close any knowledge gaps, including support of technical certification pursuits.


What does Success look like in this job role?

A successful First Response technician has a high amount of calls answers and closed ticket. But more so than that - they have been able to build a rapport with clients and are well known. If someone calls into our Support Line, they can reasonably expect to hear from you and have a consistent experience. They interface with their co-workers in a direct, honest, respectful manner. They speak openly about their challenges and where they need help. They collaborate with their co-workers to improve everyone’s performance.

To be successful as member of our Support Team you’ll consistently meet and exceed posted goals for NPS, the number of tickets you close per day, and the % of billable time you average per month. You will be able to close without assistance 90% of assigned service tickets.


Personal Key Performance Indicators (KPI) – measured statistics

Individual metrics will be measured in personal NPS, tickets closed / day and % billable / utilization averaged per month.

  • personal NPS GOAL: 80
  • close an average of 10 tickets per day.
  • consistently achieve a billable average of 80%.


Smart Dolphins IT Solutions Inc., Cultural Expectations:

Represent Smart Dolphins IT Solutions Inc., by exemplifying company’s core values in a professional manner.


ATTENTION: Only applicants that submit their resume by following link (https://form.jotform.com/211316488599266) will be considered.

Additional Info

Job Type : Full-Time

Location : Victoria, BC, Nanaimo, BC

Experience Level : Junior Level

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