Solutions Specialist

Company Description

Axxys Technologies, Inc. (www.axxys.com) 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.
 

Job Description

The Solutions Specialist provides enhanced and specialized support for a specific technology or solution set as well as support for escalated issues that are not addressed efficiently by the Support Specialist teams providing front line Managed Services support.

There are six key categories in the Solutions Specialist role:

Virtualization/Data Center
Cloud/Messaging
Networking
Voice/Collaboration
Security
Applications/Workspaces

Typically, a Solutions Specialist will focus in one key category but may aid or provide backup to alternate categories. Solutions Specialists may collaborate on escalated or high priority issues that cross multiple categories or require multiple perspectives. Solutions Specialists may at times enlist the guidance or support of Solutions Experts in respective categories when necessary to explore solutions to issues in progress.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Work with Operations group and service coordination to identify issues that warrant escalated support for a specific technology category. Theses issues should then be prioritized, and initial research estimates provided to Operations group, Account Management responsible for client, and the primary contact at the client.

Research issues for escalated requests and develop action plans for resolution that include optional paths to solution if they exist, or are required for budgetary purposes, rollback plans, clear identification of testing and success criteria, timelines and estimate impact for any actions taken.

Identify and document root causes of escalated issues so that information can be shared across support teams to allow for faster identification of issues in the future that may be remedied by previously documented solutions. In addition, this information should be conveyed to Solutions Expert tiers for use in documentation and updates to technical standards guidelines.

Update tickets/notes according to operational guidelines to ensure efficient communications and updates to all team members and client stakeholders for issues that have been escalated.

Leverage partner support options where necessary to escalate issues with partners, and efficiently identify solutions and root causes to issues impacting client systems. This is especially critical for high priority (P2-P3 service tickets) or issues that greatly impact the core business functions of a client. Engagement of the primary vendor/manufacturer partner early in the escalation process is necessary to ensure all resources are made available to help client.

Subscribe to industry news feeds and partner updates for specific technologies and solutions related to Solutions Specialist primary support category in order to share information across teams at Axxys for improved solutions 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.

Qualifications

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.

ENGLISH 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 Solutions Specialist would include the items below (not required for hire, but will be a part of the professional growth plan):

Microsoft MCSA, Cisco CCNA, CEH, CISA, Datto DTS II, Barracuda Specialist, VMware , VCA, AWS/Azure Associate

Additional Information

Department: Service & Support Reports to: Operations Manager

Information submitted will be kept confidential according to EEO guidelines.