About this role
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. · 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.