Business Solutions Specialist

Valley TeleCom Group • Willcox, AZ

11d • Hybrid

About The Position

The Business Solutions Specialist provides managed IT support and serves as a primary technical resource for business customers by assessing needs, recommending technology solutions, configuring and maintaining systems, and providing direct technical support and troubleshooting to customers. The position supports routers, switches, firewalls, servers, Wi-Fi systems, computers, software, and related network equipment to identify and resolve technical issues and ensure reliable performance. The Specialist works closely with the Business Sales Specialist during customer discovery and technical scoping to develop solution recommendations, network layouts, security and configuration requirements, and technical details needed for accurate quotes and service proposals. The position also provides technical direction and support to field technicians during installations, activations, upgrades, and service resolution and may provide onsite assistance when advanced technical expertise is needed. Strong technical and problem-solving abilities, customer service skills, and the ability to clearly communicate technical information to customers and team members are essential for success in this position.

Requirements

• Working knowledge of personal computers, email, word processing, databases, spreadsheets, and related business applications.
• Demonstrated experience supporting managed IT services, network equipment, firewalls, Wi-Fi systems, hosted voice or telecommunications services, job-planning tools, or customer relationship management systems is required.
• Ability to prioritize, handle multiple tasks and organize assignments simultaneously.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, technical specifications, customer requirements, scopes of work, and service agreements.
• Ability to write routine reports, correspondence, job planning notes, and technical support information for customer solutions.
• Ability to communicate effectively with customers, employees, sales staff, vendors, and management, including the ability to explain technical information in clear, customer-friendly terms.
• Ability to add and subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rates, ratios, and percents and to draw and interpret graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• A valid driver’s license issued by the state in which the employee resides.
• High school diploma or General Educational Development (GED) certificate required.
• Manual dexterity sufficient to reach/handle items and work with fingers.
• Close Vision: Clear vision at 20 inches or less.
• Distance Vision: Clear vision at 20 feet or more.
• Depth Perception: Three-dimensional vision, ability to judge distances and spatial relationships.
• Peripheral Vision: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Adjust Focus: Ability to adjust the eye to bring an object into sharp focus.
• Color Vision: Ability to identify and distinguish the colors used in telephone cable and fiber color codes.

Nice To Haves

• A working understanding of the Open Systems Interconnection (OSI) model, particularly Layers 1–3, is preferred.
• Bilingual in English and Spanish is desirable.

Responsibilities

• Actively encourages teamwork, open communication, and cooperative interactions by promoting a positive work environment that reflects the company’s mission, values, and management goals.
• Provides managed IT support for business clients by configuring, maintaining, securing, documenting, and troubleshooting networks, routers, switches, firewalls, servers, Wi-Fi, PCs, software, hosted voice components, and related equipment.
• Diagnoses and resolves advanced hardware, software, network, firewall, server, connectivity, Wi-Fi, performance, and security issues through remote or onsite support, maintenance, testing, updates, user support, and escalation when needed.
• Oversees deployment readiness and ongoing support for PCs, software, layer 2/3 switches, routers, firewalls, servers, and wireless networks to ensure solutions are configured, secure, supportable, and customer-aligned.
• Assists with customer needs assessments, site visits, discovery discussions, technical recommendations, quotes, and scopes of work.
• Provides direct technical support and troubleshooting to business customers by diagnosing and resolving hardware, software, network, Wi-Fi, connectivity, and managed IT service issues remotely or onsite as needed, while keeping customers informed throughout the resolution process.
• Develops and communicates technical plans, network layouts, equipment recommendations, labor considerations, and installation requirements aligned with customer needs, security best practices, and company standards.
• Supports field technicians during installations, activations, upgrades, and troubleshooting by providing technical direction, approved configurations, job details, escalation support, and onsite assistance when needed.
• Works with business clients to understand operational needs, explain technical information clearly, and recommend effective managed IT solutions.
• Manages assigned service tickets and work orders by contacting customers, providing arrival and status updates, documenting troubleshooting, and resolution details, escalating complex issues, and completing accurate closeout.
• Maintains technical documentation, including network layouts, configuration notes, IP and equipment information, security considerations, troubleshooting records, service activity, customer communications, quotes, scopes of work, implementation, and managed IT support records.
• Protects customer and company information by following confidentiality, cybersecurity, company policy, and industry standard requirements.
• Coordinates with Business Services, technical operations, customer service, and internal teams to deliver practical, supportable solutions aligned with customer expectations.
• Maintains clean, organized, and professional customer locations, company facilities, vehicles, and job sites.
• Adapts to changing customer needs, technologies, work environments, and departmental priorities.

Benefits

• Starting at $28.50 per hour, DOE

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED