SOLUTIONS SPECIALIST

Role Summary

The Solutions Specialist plays an essential role within the Managed Services team, ensuring clients receive fast, accurate, and consistent support. This position is responsible for strong ticket coordination, clear communication, and effective operational support.

The role focuses on promptly answering and triaging service requests, routing issues to the right technical resources, and ensuring proper follow-up and escalationespecially when technicians are traveling or onsite. The Solutions Specialist also works closely with Technical Service Leaders to streamline processes and enhance the overall experience for both clients and internal teams.

Ideal candidates are organized, detail-oriented, and passionate about IT service delivery. They bring a solutions-focused mindset, communicate well, and excel at improving workflows.

Key Responsibilities

Service Ticket Coordination

Monitor, triage, and prioritize incoming service tickets throughout the workday.

Review and update tickets to ensure accurate documentation and next steps.

Follow up with technicians for status updates, clarifications, or required actions.

Communicate with clients and internal staff on urgent or high-priority issues.

Route requests to the correct technical resource or POD.

Track turnaround times and ensure SLA commitments are met.

Recommend and initiate escalations when necessary.

Coordinate technician availability to ensure timely support.

Follow-Up & Administration

Maintain oversight of open tickets and provide client updates when needed.

Assist with admin tasks such as parts ordering, RMA coordination, reporting, ticket reviews, and invoicing.

Support leadership with daily / weekly reporting.

Identify bottlenecks and recommend process improvements.

Ensure PODs have complete information and documentation to work efficiently.

Typical Daily Routine

7 : 00 AM 8 : 00 AM

Monitor calls and new tickets in real time.

Review, sort, and filter old and new tickets.

Flag urgent items and assign immediate tasks.

8 : 00 AM 8 : 30 AM

Follow up with technicians on open tickets.

Assign new tickets.

Gather missing details and confirm next actions.

8 : 30 AM onward

Continue monitoring calls and ticket inflow.

Perform triage, follow-ups, scheduling, procurement coordination, reporting, client updates, and administrative tasks throughout the day.

Qualifications

Education or experience in MSP, customer service, help desk, or technical support.

Strong organizational and time-management skills.

Excellent verbal and written communication.

Professional, friendly client interaction skills.

Ability to multitask in a fast-paced environment.

Familiarity with Autotask, Datto RMM, and ITGlue.

Problem-solving mindset with initiative to improve processes