Meriplex is a managed cybersecurity, IT, and SD-WAN solutions provider that enables transformation by combining secure, innovative technology with advanced expertise. Innovation is our hallmark, and it begins with staff development. Join Meriplex where you will have the opportunity to develop your skills while working alongside a team of enthusiastic industry and technology experts.
We are growing our Network Operations Center team with a motivated Dispatcher. The Service Ticket Dispatcher (ConnectWise) will join a hybrid Managed Service Provider headquartered in Houston, TX. THis person will interact directly with clients and partner with colleagues and peers using your best problem-solving methods. The Network Operations Center (NOC) Service Ticket Dispatcher will document detailed notes, and gain a thorough understanding of the support requirements to meet and exceed clients' expectations. After all, if you want to be a lion, you must train with lions. Come and join a winning team!
Make your mark at Meriplex by being the best at what you do. Here’s how to make an impact:
Provide low-level Tier I Technical Support

• Provide professional IT support to customers with a focus on customer service aimed at high renewal rates. Remember, we are here to provide excellent customer service.
• Manage internal and external client expectations. In other words, you won’t cringe when the phone rings or when you need to partner with colleagues to solve client situations.
• Monitor and Reporting duties using industry standard monitoring platform tools. What can we say? We like structure.
• Ensure incidents and problems are appropriately resolved or escalated. We have each other’s back.
• Implement and support current and future Managed Services contract obligations within stated SLA’s. What can we say? We like structure.

Provide Outstanding Services to Meriplex Customers

• Assign all tickets in a timely and professional manner. Remember, we are here to provide excellent customer service in a timely manner.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary. Remember, always try to go the extra mile to meet the customer’s needs.

Report measurable results

• Ensure tickets meet expectations of customer Service Level Agreements (SLA)
• Accurately and completely update troubleshooting steps.
• Provide scheduled status updates on assigned tickets to appropriate stakeholders. Set your team up for success. Nobody likes to be left in the dark.

Let’s work together to succeed together! A minimum of 1 year experience (preferably 2 years) with the following technical applications is a good start:
Requirements:

• 1+ years of experience working for a Managed Service Provider_ PREFERRED_
• Dispatching service tickets (ConnectWise experience)* PREFERRED*
• Daily review of all incoming or unassigned tickets to assign resources based on skillset
• Qualify client issues and open support tickets as needed.
• Review/update all service tickets for proper Company, Site, Priority, & Agreement codes
• Schedule internal resources on the dispatch portal (ConnectWise).
• Monitor service boards for new tickets, aging tickets, and or respond to tickets.
• Ensure “Dashboards” are kept current and on display each day
• Coordinates with technical team daily calendars and assigns service tickets accordingly
• Managing multiple tasks & responsibilities simultaneously
• Communicate effectively with both technical and non-technical individuals
• Service awareness of all organization’s key IT services for which support is being
• Service ticket follow-up/quality assurance.
• Respond to customer requests, providing consistent communication per SLA Policy
• Review tickets nearing SLA violation and remediate in a timely manner
• Randomly perform customer satisfaction calls on closed tickets to confirm services provided met customer requests.

Desired Qualifications:

• MSP Experience
• Service Desk or NOC Dispatch Experience
• Technical Support Experience
• Advanced Ticket System Experience

Required Qualifications:

• Excellent Customer Service Skills
• Excellent Communication Skills, written and verbal
• Must be able to document issues with a high level of accuracy and attention to detail
• Ability to work independently and/or as a part of a team

Work Schedule/Travel - Standard Meriplex business hours of 8:00 AM to 5:00 PM with the ability to have a flexible schedule due to work volume and 24/7/365 support to our clients. The position does require on-call rotation participation for 24x7 accessibility for our customers.
We value both education and experience equally - While your formal degree, and certifications, would contribute to your success in this role, we also find tremendous value in skills and knowledge gained through in depth, real-world experience in a related field. We only require a high school diploma for this role.

The Meriplex Difference - Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.
If you want to be a lion, you must train with lions. Come and join a winning team!

• Channel Futures MSP 501 Winner (2021)
• Houston’s Best and Brightest Companies to Work For (2020 & 2021)
• Top 50 Tech Services CEO Award (2020)
• CRN MSTP 500 Winner (2021), (2022)

We value our employees and give credit where credit is deserved through our quarterly employee recognition award – the L.I.O.N. award:

Leading with Innovation
Internal Partnerships
Operational Excellence
Next-Level Customer Service

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Meriplex Communications and Meriplex Solutions do not accept unsolicited headhunter and agency resumes. Meriplex Communications and Meriplex Solutions will not pay fees to any third-party agency or company that does not have a signed agreement with Meriplex Communications and Meriplex Solutions.

Experience

• 1 year(s): Managed Service Provider Experience

Behaviors

• Team Player: Works well as a member of a group
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well