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Careers

Dispatch Technician

Role: 

To provide the first line of support for all computer related Software/Hardware and telecommunications requests.

Duties and Responsibilities:

  • Answer, evaluate and prioritize incoming telephone calls, voicemail, email system requests.
  • Undertake first line diagnostics over the phone to determine and resolve PC/peripherals & hardware/software issues.
  • Respond and resolve basic end-user requests in the areas of software, hardware, networking and telecommunications immediately before dispatching or escalating unresolved issues to Field Tech Support Staff or Technical Support Staff
  • Open help desk ticket using the appropriate tracking software.  Log all incoming requests and steps taken towards resolution.   Document and complete detailed service requests on the system 
  • Manage service tickets by tracking service calls from initiation through to completion, ensuring that all service tickets have been closed on the system when all calls have been completed and that the client is satisfied
  • Manage problem recognition, research, isolation, resolution and follow-up on all tickets/requests.  Escalate problems or issues as needed to Field Service Technicians.
  • Maintain network user security profiles including passwords and systems access.
  • Perform work on revolving day/night shifts.

Technical Skills: 

  • Must possess PC troubleshooting knowledge, for both hardware and software
  • Must possess mobile support knowledge, for both hardware and software
  • A+, CCNA and CompTia an asset

Requirements: 

  • College Diploma or University Degree in Information Technology preferred, but will consider applicants with equivalent work-related experience
  • Understanding of IT Helpdesk Call Logging software and procedures.
  • 2 – 3 years related experience within a service based industry
  • Previous quality assurance, scheduling or escalation experience an asset
  • Must possess strong customer service attitude and interpersonal skills
  • Must possess excellent written and verbal communication skills
  • Ability to work effectively within tight timelines
  • Ability, willingness and availability to work rotating shifts to support client company users with 24/7 service

Physical Requirements: 

  • Ability to use and read computer screens for several hours each shift, up to and including the entire shift
  • Ability to communicate orally with customers, vendors, management, and coworkers is crucial. Regular use of phone and email for communication is essential. Hearing and vision correctable to within normal ranges is essential for normal conversations, receiving ordinary information, and preparing or inspecting documents
  • The ability to remain in a stationary position roughly 50% of the time, as well as the ability to move about the office occasionally (accessing files/storage, office equipment, computers and other office productivity devices, attending meetings, etc.), is required
  • Using a computer while sitting for extended periods is common. Must also be able to position self to maintain equipment, including under tables and desks
  • No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and carrying binders, laptops) may be required. Good manual dexterity required to use common office equipment (e.g., computers, mobile devices, calculators, copiers, scanners)

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    What our staff say

    I started my second career with BFG after my kids were full grown and independent.

    They have seen my potential and encouraged me to develop it by trusting me with increasing responsibility and letting me take on and own tasks and manage a team.

    BFG has provided me with growth and advancement and offers you a friendly work environment with supportive and approachable management. I am proud to be working for a highly successful Canadian company which provides a diverse and inclusive culture with awesome team members!

    Nicole Filipcic

    End User Services Coordinator

    BFG Enterprise Services

    I joined BFG as a second level technician in 2014. Throughout my tenure with BFG, I have been provided opportunities to grow and take on new roles including becoming a technical lead and shortly after promoted to Group Field Leader which has allowed me to take on additional responsibilities and further develop my management skills.

    I now lead a diverse team operating within a collaborative and friendly environment. The team works hard every day towards a common goal: ensuring that operations run smoothly.

    Mansour Hafshijani

    Field Group Leader EUS Services

    BFG Enterprise Services

    I would start by thank you for giving me the opportunity to work in such a great company my journey started on the 2 of February 2015 with BFG and since then I’m living a dream with a great management always backing the employees and listening to their needs.

    They gave me the opportunity to advance in my career and putting effort to help me fulfil my duties.

    I can just be thankful and I look forward to continue on this successful path.

    Redouane Mramer

    Field Group Lead Distribution Services

    BFG Enterprise Services

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