Support Specialist

Axxys Technologies, Inc. () is a provider of managed IT services, consulting and voice solutions for businesses across the Dallas Fort Worth Metroplex. For more than 30 years, Axxys has delivered the region’s best service and support for network design, security, monitoring, virtualization, unified communications, remote access, backup/disaster recovery solutions, as well as public/private or hybrid cloud. Axxys is a CompTIA accredited business and carries the CompTIA Security Trustmark and holds premiere or partner certifications with VMWare, Microsoft, Watchguard, Allworx, Cisco, Apple, Citrix, and many more industry leading manufacturers.

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.

• Monitor remote service board in PSA tool for new tickets, evaluate tickets for resolution, and place tickets in progress when resolution can be achieved within one hour.
• If a ticket cannot be resolved within the 1‑hour limit, evaluate the ticket against current workload, coordinate with the Operations group, and either keep the ticket on the remote team or transfer it to field engineers.
• Participate in the After Hours On‑Call rotation, responding to after‑hours alerts via phone and email, sending summary responses, and completing appropriate entries in the PSA/documentation system.
• Document appropriate information in the PSA/RMM tools and oversight existing client documentation; request missing information from the technical services group when needed.
• Review PSA entries for documentation and assist with standardizing information for each client, implementing consistent formats and organizing existing information into standards.
• Provide feedback to Technical Account Managers regarding client engagements that could result in new opportunities for client hardware sales, training needs, or other reasonable technology implementations; direct non‑managed client opportunities to Inside Sales.
• Review and document procedural items for clients related to end‑user workflows and functions to support quicker responsiveness and support for line‑of‑business applications.
• Engage in continuous education regarding PSA tool, RMM tool, and documentation tool, and pursue automation and service delivery enhancements.
• 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, and team characteristics of Humble, Hungry, and Smart.

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…