Client Services Dispatch Engineer

Shield•Village of Roslyn, NY

7d•$65,000 - $85,000•Onsite

About The Position

The Client Services Dispatch Engineer serves as the onsite resource for clients who need prompt, courteous, and effective technical support. In this role, you will travel to client locations to respond to requests for assistance in person, and will also provide support by phone and through standard support channels, while troubleshooting hardware, software, and basic system issues. The ideal candidate combines strong customer service skills with sound technical judgment, maintains accurate documentation, and delivers reliable support that helps end users remain productive. This position also plays an important role in escalating complex issues appropriately, following standard operating procedures, and contributing to a positive client support experience. This is a local, field-based position requiring regular travel to client sites. On a typical day, this role involves traveling to assigned client sites and assisting users onsite with a wide range of technical needs. You will communicate with end users to gather relevant details, troubleshoot problems methodically, document actions taken, and ensure each issue is followed through to completion or properly escalated. Success in this role requires balancing responsiveness with accuracy, maintaining a professional and helpful demeanor, and contributing to a dependable support experience that reflects the standards of the Client Services team.

Requirements

Strong customer service, interpersonal, and communication skills.
Ability to diagnose and resolve common technical issues efficiently and accurately.
Working knowledge of desktop operating systems, business applications, printers, mobile devices, and basic networking concepts.
Ability to explain technical concepts clearly to non-technical users.
Strong organizational skills and attention to detail in documenting incidents and resolutions.
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.

Nice To Haves

2–5 years of experience in a field service, desktop support, or technical support environment.
Demonstrated ability to troubleshoot common hardware, software, and user-access issues effectively.
Comfortable working face-to-face with end users at client sites.
Ability to manage multiple requests.
Maintaining a service-oriented approach in a fast-paced setting.
Basic industry certifications are a plus and may include credentials such as CompTIA A+, CompTIA Network+, Microsoft fundamentals, or similar entry-level technical certifications.

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.