Support Specialist

SUMMARY

The Support Specialist is a client facing support representative and critical piece of the technical services delivery of Axxys Technologies. The Support Specialist provides first level response and evaluation of support requests from clients with a focus on quick resolution and/or identification and prioritization so that the ticket can be moved to the appropriate resources of the technical services team. The Support Specialist will work from the remote service board queue in the Axxys PSA system and work with the Operations group to respond to customer service requests from available submission methods including but not limited to phone calls, email requests, RMM tool requests, and PSA portal requests. The target for Support Specialist resolution of client requests is to successfully resolve the issue within 1 hour. If this is not possible the Support Specialist should work with the Operations group to ensure that additional time will not create backlogs for the remote service board queue. If additional time is required to resolve an issue, then an evaluation of tickets on the remote service board should be conducted with the Operations group to see if higher priority tickets need to be addressed in which case the current ticket may be escalated to alternative support resources or simply rescheduled depending on priority/urgency.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Monitor remote service board in PSA tool for new tickets, and upon arrival evaluates the tickets for resolution. If resolution is possible (quicker than 1 hour), the Support Specialist places the ticket In Progress and assigns themselves as a resource and works the ticket to resolution. If the ticket cannot be resolved within the 1-hour time limit, the ticket is evaluated against the current workload on the service board with the Operations group to evaluate whether the ticket should be worked by the remote team or should be escalated to the field engineer group. With the assistance of the Operations group the ticket is assigned to the appropriate technical services resource and the client is notified that the ticket will be addressed and a reasonable expectation for service.

The Support Specialist will likely be placed into the After Hours On-Call rotation for support. This rotation involves the Support Specialist providing after hours support response according to rotation and escalation schedules. Responsibilities during this on-call rotation include responding to after-hours alerts which will come in via phone call and email. Send summary response to Axxys team immediately after receiving alert describing the issue and the action plan for resolution and completing appropriate entries in the PSA/documentation system for Axxys.

Document appropriate information in the PSA/RMM tools and documentation systems utilized by Axxys Technologies. Also provide oversight for existing information that is documented for clients. If documentation is lacking for specific areas, the Support Specialist will email the technical services group email account requesting missing information and update the information as available.

Review PSA entries for documentation and assist with standardizing information for each client, and standardization among all clients including but not limited to implementing consistent formats across all clients and reorganizing existing information into standards. Also, documenting standards in a format or template that can be shared by all technical service team members.

Provide feedback to Technical Account Managers regarding client engagements that could result in new opportunities for client including but not limited to hardware sales, training needs, or other reasonable technology implementations. Technical Account Managers can review this information and decide if action is required. For non-managed clients this information should be directed to Inside Sales.

Review and document procedural items for clients related to end user workflows and functions as available for quicker responsiveness and support for line of business applications utilized by clients.

Continuous education regarding PSA tool, RMM tool, and documentation tool and any functions of toolset that will allow for enhanced automation and service delivery.

Adhere to all standards and guidelines developed by the management team of Axxys technologies as well as the employee handbook.

Uphold and demonstrate the core values of Axxys in all activities: Innovation, Empathy, Passion, Integrity, Engaged as well as the ideal team characteristics of Humble, Hungry, and Smart.

SUPERVISORY RESPONSIBILITIES

The Support Specialist position does not have any supervisory rules.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associates degree (A. A.) from two-year college or trade school; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Certifications that would be associated with the Support Specialist would include the items below (not required for hire, but will be a part of the professional growth plan):

Microsoft MCSA, Cisco CCENT, Watchguard WCSE, Meraki CMNA, Comptia A+, Comptia N+, Comptia Server+, Allworx ACE, Datto DTS I, Barracuda Specialist, VMware VTSP, Zultys

Department: Service & Support Reports to: Operations Manager

Information submitted will be kept confidential according to EEO guidelines.