A dispatch engineer acts as the central coordination hub for field/on-site interventions. They ensure the right technician is assigned to the right task at the right time, balancing skills, priority, SLAs, and customer impact. The dispatch engineer orchestrates communication between the remote support teams, field engineers and customers to keep operations running smoothly and within agreed service levels.
Responsibilities:
- Review incoming tickets (Incidents, Service Requests, IMACD) from the ITSM tool.
- Validate categorization, impact/urgency, and priority (P1-P4) and ensure required details (assets, location, contact, access, change windows) are present.
- Flag incomplete tickets for clarification and fast-track high-priority incidents.
- Scheduling On-Demand Field Technicians for interventions at client locations globally.
- Coordinate bridge calls for on-site interventions, ensuring the right technical and business stakeholders join promptly.
- Provide timely updates to customers with SLA cadence; set expectations on ETAs and next steps.
- Maintain clear, concise ticket notes and handoffs to other shifts/regions (follow-the-sun)
- Maintain accurate logs for all dispatch decisions, scheduling changes, parts consumed, and travel time.
- Handle reschedules and access constraints professionally to minimize business impact.
- Contribute to knowledge base (runbooks, SOPs, decision trees) for recurring dispatch scenarios.
- Work non-standard business hours / global support.
- Entry level - less then 3 years
- Any IT support experience is advantageous, but a minimum of 6 months" experience within an IT support / customer support team is required.
- Ability to remain flexible within a changing environment
- Able to multi-task and constantly prioritize workload
- Strong communication skills
- Teamwork
- Problem solving ability
- Dependability
- Result oriented
- Strong analytic abilities, reporting, planning and organizational skills
Disclaimer:
The preceding job description was designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!
Diversity & Inclusion:
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
About us:
We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations. Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all. Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.
We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.
We want to inform you that there are currently scams targeting job seekers by falsely using our company's name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.
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Key Points to Remember:
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