L1 Tech Support/Dispatcher

As an L1 Tech Support/Dispatcher at Gallop Technology Group, you’ll play a crucial role in ensuring smooth operations and efficient communication. We’re a small but highly effective team and value our employees as our most important asset.

What You Can Expect:

• Ongoing Manager Review and Feedback: You’ll never have to guess where you stand. Regular monthly reviews will provide
clarity on your performance and areas for improvement.
• Paid Certifications: We invest in your growth. We cover the costs of courses, and tests, and allocate business hours to help
you achieve your desired goals.
• Paid Time-Off: Your well-being matters. We want you to be happy, and healthy, and maintain a work-life balance.
• Bonuses: When the company succeeds, you share in the victory!
• Raises: As we grow, we believe you should too. Competitive compensation ensures we retain our awesome employees.
• Opportunities to Grow: In the ever-evolving IT industry, we can’t afford to be on “cruise control.” We’ll push you to stay
ahead of the technology curve and focus on your career aspirations.
• Paid Sick Days: Life happens, and we understand. If your body tells you to relax, we encourage you to take the necessary
time you need.
• This is a "work from home" position.

You’re the Right Fit If You:

• Love Learning: Technology excites you, and you enjoy experimenting with new tools and solutions.
• Provide Great Service: Saving someone’s day through excellent service motivates you.
• Are Hard-Working and Fun: You’re committed to the IT industry and see yourself here for the long term.
• Thrive in a Growing Environment: Stability, bonuses, and a positive attitude matter to you.
• Seek Advancement: We encourage continuous learning and offer opportunities for career growth.

WORK HOURS:

• Mon-Fri at 8am-5:30pm (Arizona time zone- MST -7)
• Paid (US) holiday time off

RESPONSIBILITIES:

• Evaluate and classify iUpgrade to see actual info for priority, risk, and scope. Assign to the appropriate resource teaUpgrade to see actual infomber or resolve on your own.
• Review tickets, checklists, and tasks that have been successfully completed.
• Receive/make calls and chat requests, conduct follow-ups with clients
• Ensure that any required documentation, processes, or procedures are updated in line with the company.
• Create and/or facilitate the creation of knowledge base articles through IT Glue, which outline solutions to streamline support.
• Understanding and prior experience preferred with ticketing solutions systems such as ConnectWise, ServiceNow, Remedy, Datto Autotask
• Ability to work in a team environment and communicate effectively with your peer group
• Provide level 1 technical/troubleshooting support to clients
• Meets SLA response times.
• Completes tasks and escalates as needed in a given timeframe.
• Maintains proactiveness through tickets, chats, and other tasks.

IMPORTANT:

This position requires AT LEAST 1 year of MSP experience, a 100% clean background check, highly organized, technologically savvy, and can work diligently with little supervision.

EXPERIENCE REQUIRED:

• REQUIRED: Relevant minimum 1 YEAR experience working for an MSP
• REQUIRED: Microsoft Azure AD/ M365 experience
• REQUIRED: Experience working with an RMM and PSA software (DATTO preferred)
• Preferred: Cyber Security education/experience
• Preferred: Hyper-V experience

Other tools we use: Barracuda DNS filter, AutoElevate, Cylance, Infocyte, Syxsense, IT Glue, SonicWall, Unifi, and more

Several hiring steps will take place to verify the above requirements, including reference checking, employment verification, technical testing, and more.
Requirements/ Preferences:

• 100% clean background (NBI card is not required but will be good to have. We conduct our background check).
• Must be a graduate in Information Technology, Computer Science, or related field or worked as an IT Tech Support.
• Little to no accent when speaking English.
• Proven experience as an L1 Tech Support/Dispatcher or in a relevant position is preferred.
• Tech-savvy with knowledge of Windows 10 and 11 operating systems, and Microsoft 365 is required.
• Experience in IT Technical Support required and has experience with PSA/RMM
• Fast typing skills and experience in data entry.
• Excellent communication skills (oral and written).
• Outstanding organizational abilities.
• You must have a Computer/Laptop with at least i5 minimum 8th gen (preferably a newer one) with 16 GB RAM or more.
• Your device should be solely dedicated only for work. The provided device by the company will be arranged based on your tenure. Of course, you can still use it for personal, but downloading other stuff unless work-related is prohibited since we are an IT company, security is our priority.
• You must have a fast and reliable internet connection, minimum 20x5mbps.
• Backup Power Station and Internet connection are preferred.
• Every 4 to 5 weeks, you'll be working 1/2 day on a Saturday (project work/catch-up work) and get 1/2 day off the week after

HOW TO APPLY?

• Send an Email to Upgrade to see actual info with the subject line: Dispatcher/L1 Application July 2024
• MUST INCLUDE THE FOLLOWING in the Email (PLEASE - only include what's requested) DO NOT include an introduction or cover letter...) :
• Attach your resume in a PDF format
• Include the name of the company from your resume that you worked at as a dispatcher or other relevant position
• Include the name of the ticketing or dispatching software you have experience with, including how long you used it for
• A confirmation that you have a 100% clean background with no criminal history.
• A confirmation that you understand the business hours
• No other information should be included in this initial Email.
• Please do NOT apply any other method besides the above. Any applicants who will reach out to us via phone, social
media,
or any other method other than the below instructions will automatically be disqualified!
• ONLY those who followed the above instructions, will be contacted within up to 3 business days, with further
instructions.

What's the hiring process:

• We conduct three interviews: A technical interview a personality interview, and the last interview will be conducted with one or more of our engineers, so YOU can ask the needed questions from another employee, to make sure this position is one that YOU are interested in.

We're looking forward to having you join our family!