• Best customer service I've ever had with a utility related issue. Great job.

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    - Connie from People's Home Equity, Inc.

  • It was a pleasure working with Access One. From start to finish, everyone was very
    helpful. The follow-ups were wonderful.

    - Karen from Filmquest Group

  • The installation was done professionally, even after our working hours. We were able to finish the job for that day with the help of your technician.

    - Krystyna from Testing Service Corporation

  • Always pleased with Access One.

    - Sheryl from Mitsui Hightec

  • Your service is superb.

    - Ariel from Dukane/Precast

  • Very good communication and follow-up - much appreciated!

    - Linda from Colliers International

  • Excellent work. Prompt response.

    - Steve from UtilIT

  • The issue was resolved quickly and efficiently.

    - Dearborn Partners

  • Repair tech was very clear as far as resolution and excellent at following up.

    - Greta from Glenview State Bank

  • A's on the report card... Access One is my favorite provider to work with I wish the hosted VoIP was available here in Northern CA.

    - Harold from IT Services

  • The customer service was great.

    - Jonny from Clear Channel

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About

Service Solutions Architect

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SERVICE SOLUTIONS ARCHITECT

Summary:

The IT Solutions Lead Architect is responsible for the Design, Proposals, Implementation, and Management of the Access One Managed IT Services program and associated technology projects. This includes regular customer consulting reviews of their technology services contract to ensure quality service and ever evolving value.                                         

Essential Duties and Responsibilities:

  • Act as the virtual CIO for small and medium sized businesses
  • Develop and Present two-year technology roadmaps to the C-Level
  • Work with Access One to build technical delivery teams and go to market strategy
  • Champion technical business partnerships
  • Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • Improve usage of IT Support resources and increase productivity of the team
  • Communicate with all parties in a constructive manner to guarantee customer expectations are met 
  • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
  • Perform customer follow-up to verify final resolution and determine satisfaction level
  • Intervene appropriately for customer problems that cannot be resolved effectively
  • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
  • Understand overall service desk objectives, as well as the role and function of each team member
  • Assist the service desk team in design and development tasks
  • Contribute to the continuity of computer services by providing the necessary technical leadership
  • Drive problem investigations and resolution as required
  • Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
  • Design and maintain process documentation for the service desk team
  • Manage the process of implementing change efficiently and effectively
  • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices

Additional Duties and Responsibilities:

  • Identify areas for improvement and make constructive suggestions for change
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships
  • Escalate service desk issues to the VP of Managed Services as required
  • Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
  • Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Involvement in the design and building of new services
  • Conduct performance evaluations and mentor those with less experience
  • Develop training programs to develop and refine the skills of the service desk team
  • Facilitate regular service desk team meetings and service board reviews
  • Document internal processes and procedures related to duties and responsibilities
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and Abilities Required:

  • Professional IT Certifications, such as: ITIL, PMP, Microsoft MCSE, Cisco CCNP, or VMware VCP
  • Minimum 5 years of experience in a similar role
  • Labtech RMM /ConnectWise PSA experience strongly desired
  • Knowledge of IT applications, processes, software, and equipment
  • Strong organizational, presentation, and customer service skills
  • Skill in strategic planning with an ability to think ahead and plan over a 24 month term
  • Skill in planning and preparing written communications
  • Skill in leading people and getting results with a strong customer orientation
  • Interpersonal skills: such as communication skills, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Ability to work in a team and communicate effectively
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast moving environment
  • Cisco Meraki, Office 365, Server Virtualization, Cloud, and Disaster Recovery Techniques

To apply, submit resume to resumes@accessoneinc.com.