Job Description
Job Title:  Administrator
City:  Reading
State/Province:  Berkshire
Posting Start Date:  11/24/25
Job Description: 

Job Description: Onsite & Dispatch Technician

 

The Onsite & Dispatch Support team plays a key role in providing exceptional first-level support for customers diverse technical environment. While the primary focus is on digital-first support, occasional onsite presence at customer locations worldwide is required. The team ensures quick resolutions to IT service issues, supporting both resident and dispatch technicians who manage incident tickets and offer in-person assistance.

 

Skills & Responsibilities:

 

  • Resident Technicians:  Expertise in AV systems, hardware support, and network troubleshooting.
  • Dispatch Technicians: Capable of troubleshooting diverse technical issues across locations.
  • We have to work during local business hours of that specific location. 
  • Experience with troubleshooting and managing AV systems (Crestron, Extron, Teams Rooms).
  • Ability to adapt to evolving environments, displaying flexibility and innovation in service delivery.
  • Provide first-level onsite support for hardware, AV systems, device management, and basic networking.
  • Act as the primary point of contact for onsite support, including issue registration, classification, and restoration of failed IT services.
  • Collaborate with internal teams to ensure seamless ticket dispatch and support across various service areas.
  • Exhibit superior customer service by effectively communicating and assisting clients, while promoting a positive user experience.
  • Manage and troubleshoot Microsoft devices, AV setups (Extron, Crestron), and conference room equipment, ensuring functionality during events.
  • Contribute to AV event support, assisting with setup, troubleshooting, and post-event shutdown.
  • Maintain inventory of devices, spare parts, and equipment, ensuring timely replacements and repairs.
  • Certifications: CompTIA A+, CTS (Certified Technology Specialist), Azure Fundamentals, or equivalent.

 

Quantum Support Services

Key Responsibilities:

  • Provide onsite support at  research hubs (5 global locations).
  • Offer support 4 hours per week during local business hours at each site.
  • Manage peripheral stock (mice, keyboards, monitors) for the research hubs.
  • Ensure availability of peripheral stock through business administrators.

 

Skills Required:

 

  • Strong understanding of quantum computing and research environments.
  • Proficient in hardware and peripheral management.
  • Ability to coordinate and troubleshoot within a research setting.

 

 

 

͏

Do

  • Ensure timely response of all the tickets raised by the client end user
  • Service requests solutioning by maintaining quality parameters
  • Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
  • Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
  • Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner
Information at a Glance

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