After-Hours Dispatcher

Wanted: A Midnight Allocation Artist!(Also known as an After-Hours Dispatcher)EMBARK ON YOUR JOURNEY

We invite you to join Entara and start your journey as one of our fully-remote, After-Hours Dispatchers! This entry level position is tasked with holding down the fort for our Managed Services team and sounding the alarm for client issues that need immediate resolution.

While our dispatchers don't need to be very technical, they are masters of following process—crossing every t and dotting every i. They have an impeccable knack for effectively communicating what needs to be done and looping in the right taskforce to accomplish the seemingly impossible—it's just all in a night's work.

Being a primarily remote, solo role, they have a specific rhythm that keeps them on task and in charge of all the processes simultaneously executing in the wee hours of the morning. Simply put, this role is vital to our success and not just any night owl will do.

WHAT YOU'LL BE DOING

(Otherwise known as the fine print, the list of job tasks and responsibilities.)

Our clients sleep soundly knowing that Entara is at the helm day and night, 24x7x365.Entara's After-Hours Dispatchers are tasked with raising the alarm and executing on key escalation processes to ensure we address the highest priority of issues affecting our client's infrastructures. Dispatchers report directly to the After-Hours Team Lead and act as "eyes on the boards" to review, update, assign, and escalate issues that are submitted to our Service Desk in the wee hours of the morning. Our Dispatchers regularly interface with our on-call engineers and the on-call manager to ensure that escalated, high priority client issues are well on their way to resolution before the start of the business day.

After-Hours Ticket Management:

• Be available and logged into the Managed Services support queues and required tools
• Be the first point of contact for incoming issues and triage using our standard processes
• Ensure SLAs are being met on open tickets and escalate as required
• Follow New Call Process to:
  • Answer Service Desk calls and emails via New Call Board
  • Gather required information to identify pertinent ticket details
  • Gather urgency and impact
  • Create ticket
  • Reference our Ticket Processing Guide to assign and escalate
  • Communicate next steps to the client based on urgency

• Follow Dispatch Process to:
  • Pick up open tickets in the queue (both new calls and monitoring alerts)
  • Review ticket details to understand the scope and skillset required to address the issue
  • Prioritize and assign ticket to the appropriate engineer(s)
• Update Clients as necessary regarding their open tickets
• Follow Major Incident Escalation Process for identified Priority 1 "P1" tickets
• Successfully complete transitions by providing thorough hand-offs to our day-time Client Service Representatives or Overnight Dispatchers and Engineers.

WHO YOU ARE: REQUIRED SKILLS AND EXPERIENCE

• You're available to work nights and yes, these may include weekends—Entara provides local, live coverage 24x7 just like a hospital does. We are looking for that rare breed that thrives more at midnight than at midday. You're open to working part-time hours (averaging between 16-24 hours a week) with shifts ranging from 4, 8, or 12 hours in duration and worked between the hours of 5pm-8am CT Monday-Sunday. *Sample 4 hour shift options: 5pm-10pm CT, 10pm-3am CT, 3am-8am CT. Additional daytime shift opportunities exist on Sat/Sun: 8am-12pm CT and 12pm-5pm CT. *

Please note: Our current dispatch opening requires primary shift coverage for the 5pm – 10pm CT shift. We also require individuals who have some daytime availability on the weekends: 8am-12pm CT and 12pm-5pm CT shifts. If you do not have this availability, please apply via our Talent Community and we'll keep you in mind for future shift openings.

• You have a dedicated, private space for a home office and already have in place a reliable, private internet connection with at least 50MBPS bandwidth. Public wifi and shared common spaces do not meet these standards.

• You have a personal computer in good working condition that you can use for work. Entara will supply you with a headset to utilize a softphone and the other necessary online tools and software to complete your tasks remotely.

• You have at least 1-2 year(s) of experience in a role that required you to autonomously perform sequential tasks in a timely and accurate fashion. You enjoy roles that follow a set process and require an attentiveness to the details. Our ideal candidate would already have experience with dispatch (even if it's of another flavor).

• You don't shrink away from answering the phone and being someone's confidant. Our clients are calling in with any and every type of technical issue, at all hours of the day. We are there to help make their lives that much easier by getting their issue on the fastest road to resolution. Your experience boasts of positions where you had to play the middle-man, emphasize with stressed individuals, and help get them back on track.

• You're a knowledge seeker and pride yourself on being a fast-learner (especially when it comes to navigating technical tools). Comprehension was one of your strengths in school.

• At the end of a long day, you pride yourself on the influence you had on another person's day. It's not just about mindlessly doing a task, you enjoy bridging the gap for our clients and ensuring their issues get resolved in a timely manner.

• You are fascinated by the technical industry and want to gain exposure to (and be a valuable part of) the internal operations of one of a Top-Tier eXtended Service Provider!

WHO YOU ARE: PERSONALITY-WISE

• A Night Owl: You would label yourself as a night-person. You are most alert and energized when the sun goes down. You enjoy the solitude of being deeply focused and executing one task after another- burning the midnight oil.

• Reliable: You pride yourself on being an effective, follow-through. You rarely have to be corrected twice. You stand by your work with pride and consciously attend to each task before moving onto the next one at hand.

• You enjoy therhythm of a checklist: checking for open issues, gathering the details, determining the urgency, scheduling follow-ups, and communicating next steps. That's your preferred cup of tea!

• You play fair. You live by all those early childhood lessons about treating people with respect, keeping your commitments, listening to the views of others, resolving conflict through negotiation, communicating clearly, and contributing to a positive team effort. You place team success above your individual interests.

WHO WE ARE

Founded in 2001, Entara, formerly YJT Solutions, is an eXtended Service Provider (XSP) focused on providing cutting edge technology and cyber security solutions to companies in regulated industries. With our roots in providing service to the electronic trading market, we are known for growing with the pace of technological change and the developing security needs of our clients. We are redefining ourselves - and our industry - and creating a new class of service providers, XSPs, because we recognize that MSPs and MSSPs are no longer what our clients need. Downward pressure from both regulators and insurance providers convinced us that it was time to integrate our IT and cyber security offerings and deliver strategic, future facing solutions for our clients.

In order to build, maintain, and optimize these types of solutions, we need high-performing, highly-collaborative teammates who are excited to join in this journey with us. We've been recognized as one of Chicago's Best and Brightest Companies to Work For since 2017. We are a remote-first workplace. We seek to build a team that's brought together by more than just skills but who embrace a personal-alignment to the values that precede the work we deliver: Empathy, Excellence, Execution, & Evolution. If this sounds like you, connect with us. Let's discover if we have the opportunity to build something great together.

WHAT YOU GET IN RETURN

As an employee at Entara, you will have a direct impact on our operations, our clients, and your fellow EntaraCorps members. Because of that impact, you get our respect and gratitude for the role you play in making Entara the best it can be. We consider mentoring and participating in the continual learning of others to be absolutely essential for both you and your co-workers.

To reflect our commitment to our overnight dispatchers, we offer:

• Competitive, hourly pay ranging from $15-$20/hr. depending on experience and your skillset
• Eligibility for overtime if your hours exceed 40 hours in a Monday-Sunday work week
• Select Benefits: Sick Leave accruals & 401k matching
• Day-time training with our Managed Services leads to quickly get you up to speed in your new position
• Company-wide outings both in-person and virtual

Curiosity is encouraged!

Have questions? Recruiting@entaracorp.com