About the job
The Solutions Specialist plays a pivotal role in delivering specialized support for a range of technologies and solutions. This position is essential for addressing escalated issues not resolved efficiently by the front-line Managed Services Support Specialist teams.
The Solutions Specialist is involved in six primary domains:
Virtualization/Data Center
Cloud/Messaging
Networking
Voice/Collaboration
Security
Applications/Workspaces
While a Solutions Specialist typically specializes in one domain, they may provide support across other categories as needed. Collaboration on high-priority or complex issues that span multiple categories is common, and Solutions Specialists may seek guidance from Solutions Experts to facilitate effective resolutions.
Key Responsibilities:
- Collaborate with the Operations team to identify issues requiring escalated support in specific technology categories, prioritize them, and provide initial research estimates to the Operations group and Account Management.
- Conduct thorough research on escalated requests and create detailed action plans for resolution, including alternative solutions, rollback plans, testing criteria, timelines, and impact assessments.
- Document root causes of escalated issues for knowledge-sharing across support teams, enhancing the speed of future issue resolution.
- Update tickets and notes in accordance with operational guidelines to maintain effective communication with team members and client stakeholders.
- Utilize partner support options to address client system issues promptly, especially for high-priority service tickets.
- Stay informed on industry developments and partner updates relevant to the primary support category to enhance service delivery.
- Adhere to all standards and guidelines provided by management.
