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About the Role

The Client Services Dispatch Engineer serves as the onsite technical support resource for clients, providing prompt, courteous, and effective assistance. This role involves traveling to client locations to troubleshoot hardware, software, and basic system issues, while also offering support via phone and standard channels. The position requires strong customer service skills, technical judgment, accurate documentation, and the ability to escalate complex issues appropriately to ensure a positive client support experience.

Responsibilities

Serve as the onsite point of contact for end users and client IT staff seeking technical assistance.
Travel to assigned client sites according to the dispatch schedule to complete scheduled visits and open service tickets.
Respond to incidents and service requests onsite at client locations, as well as through phone, email, and ticketing systems.
Troubleshoot and resolve basic to intermediate hardware, software, connectivity, and account access issues in a timely manner.
Maintain end-to-end ownership of support requests, ensuring timely follow-up, clear communication, and appropriate resolution.
Document incidents, troubleshooting steps, resolutions, and user interactions accurately within the designated support system.
Escalate unresolved or high-impact issues to the appropriate support teams in accordance with established procedures.
Provide users with clear, easy-to-understand guidance and updates throughout the support process.
Perform onsite setup, configuration, and basic maintenance of workstations, peripherals, and standard business applications.
Monitor support queues and address tickets based on SOP.
Participate in and adhere to all standard operating procedures, service standards, and departmental policies.
Identify recurring issues and share feedback or improvement opportunities with the broader support team.
Support a professional, service-oriented environment by demonstrating patience, accountability, and responsiveness in all client interactions.

Requirements

Ability to diagnose and resolve common technical issues efficiently and accurately.
Ability to explain technical concepts clearly to non-technical users.
Ability to prioritize multiple requests and work effectively in a fast-paced support environment.
Commitment to following procedures, maintaining professionalism, and delivering a high-quality support experience.
Comfortable working face-to-face with end users at client sites.
Comfortable managing multiple requests.
Comfortable maintaining a service-oriented approach in a fast-paced setting.

Skills

Strong customer service skills
Strong interpersonal skills
Strong communication skills
Working knowledge of desktop operating systems
Working knowledge of business applications
Working knowledge of printers
Working knowledge of mobile devices
Working knowledge of basic networking concepts
Strong organizational skills
Attention to detail in documenting incidents and resolutions

Location

New York

Work Type

Full Time
Field-based
Onsite

Experience Level

2–5 years of experience in a field service, desktop support, or technical support environment

Education Level

Basic industry certifications are a plus (e.g., CompTIA A+, CompTIA Network+, Microsoft fundamentals, or similar entry-level technical certifications)

Salary/Compensations

$65,000 - $85,000 / year

About the Company

Liss Technologies