What are the responsibilities and job description for the Information Technology Support Specialist position at Blue Fox Group?
Blue Fox Group is a Scottsdale, Arizona based Managed IT Services provider with over 30 years of experience helping businesses simplify technology, reduce disruptions, and drive growth. We operate within the TruMethods framework, a proactive, alignment driven service delivery model built around five integrated service areas. Our culture is defined by our core values: Gratitude, Humble Hungry & Smart, Own It, Success Is Your Responsibility, Curious Nature, and Win Together/Lose Together.
Role OverviewThe Reactive Support role is at the heart of Blue Fox Group’s day to day client experience. This position is responsible for resolving a wide range of technical issues across our managed client base, delivering support that is timely, consistent, and grounded in the Blue Fox standard of care. Every ticket handled by this role is an opportunity to reinforce client confidence and demonstrate what it means to be a true technology partner.
Within the TruMethods framework, Reactive Support is more than fixing problems. It requires an understanding of how Blue Fox Group’s service delivery model works, why certain requests belong with specific teams, and how to recognize when a ticket carries broader implications that need to be escalated or handed off appropriately. This role is expected to identify billable work, global configuration requests, and security related tasks and route them correctly to protect both the client and the integrity of our operations.
What defines excellence in this role is not just technical ability. It is the combination of a friendly and positive attitude, clear and reassuring communication, and the discipline to implement solutions that are consistent and repeatable across every client environment. This person keeps clients calm, simplifies the complex, and always keeps the client working while longer term solutions are pursued.
Blue Fox Group invests in the growth of every team member. This role benefits from mentoring and coaching provided by the Reactive Services Escalation Technician and where appropriate the CTO, creating a genuine path for technical development and career growth within the organization.
Key ResponsibilitiesTechnical Support and Issue Resolution- Resolve a broad range of technical support requests across managed client environments with a focus on delivering consistent, repeatable solutions.
- Provide user administration and support across Microsoft 365 including SharePoint, Teams, and related productivity tools.
- Support clients with foundational networking issues and limited security related requests within the defined scope of this role.
- Support clients across a wide range of business applications and software including finance, medical, imaging, CAD, and other industry specific platforms, applying a consistent and client focused approach regardless of the application type.
- Identify an immediate path to keep clients operational while longer term or permanent solutions are developed or escalated.
- Escalate tickets to the Reactive Services Escalation Technician when complexity or skill set requirements exceed the scope of this role.
- Hand off tickets to the Tech Alignment Team when global configuration changes or security related tasks are requested, ensuring the right team owns the right work.
- Identify tickets that carry billable implications or require scoping and route them appropriately without engaging Reactive Services resources unnecessarily.
- Communicate directly with clients through the ticketing system and at ticket closure, providing clear and reassuring updates throughout the resolution process.
- Simplify technical concepts into language that clients can understand without feeling overwhelmed or alarmed.
- Maintain a calm, friendly, and positive presence in every client interaction regardless of the nature or urgency of the request.
- Set accurate expectations with clients around resolution timelines and next steps, following through consistently on every commitment made.
- Represent Blue Fox Group’s values and brand in every interaction, leaving clients feeling supported and well cared for.
- Participate in the shared after hours on call rotation across the Reactive Services team.
- Receive and respond to after hours client calls filtered through the answering service when on call terms are accepted by the client.
- Respond to critical security alerts received through the MDR platform outside of normal operating hours, following defined response procedures.
- Maintain availability and responsiveness during assigned on call periods to ensure clients receive timely support when it matters most.
- Maintain accurate and thorough documentation of all changes, resolutions, and configurations in the company’s document management system.
- Update documentation to reflect changes and deprecated resources, ensuring consistency and accuracy across all client environments.
- Apply a consistent approach to documentation across every client, contributing to a reliable and organized knowledge base that benefits the entire team.
- Follow Blue Fox Group’s technical standards in every solution implemented, avoiding one off fixes that create unique scenarios requiring individual memorization.
- Tickets are resolved efficiently and consistently with clients kept calm, informed, and operational throughout the process.
- Billable, global configuration, and security related tickets are identified and routed correctly without unnecessary Reactive Services resource involvement.
- Documentation is consistently accurate, current, and reflective of all changes made across client environments.
- Clients consistently feel reassured and well supported in every interaction with this role.
- On call responsibilities are handled with professionalism, responsiveness, and calm under pressure.
- Technical capability is growing over time through mentoring, curiosity, and a genuine commitment to continuous improvement.
- Demonstrated technical proficiency in Microsoft 365 user administration including SharePoint and Teams.
- Working knowledge of foundational networking concepts and basic security awareness.
- Exceptional client communication skills with the ability to simplify complex concepts, maintain composure, and keep clients calm under pressure.
- Strong attention to detail with a commitment to consistent standards aligned solutions across every client environment.
- Ability to identify immediate solutions that keep clients operational while longer term resolutions are developed or escalated.
- Strong documentation discipline with the ability to maintain accurate and thorough records consistently.
- A positive, friendly, and approachable demeanor that puts clients and teammates at ease.
- Availability and responsiveness for shared on call rotation including after hours emergency and MDR alert response.
- Experience working within a Managed IT Services Provider environment.
- Familiarity with ConnectWise or similar PSA platforms.
- Microsoft 365 certifications or equivalent experience.
- Familiarity with TruMethods or similar MSP service delivery frameworks.
Blue Fox Group’s culture is built on six core values. The ideal Reactive Support team member embodies all six, particularly:
- Gratitude: You approach every client interaction with genuine care, patience, and appreciation for the trust they place in Blue Fox Group.
- Humble, Hungry & Smart: You are eager to learn, emotionally intelligent in every interaction, and always looking for ways to grow your technical capability.
- Own It: You take extreme ownership of every ticket, every client interaction, and every solution you implement.
- Curious Nature: You seek to understand the root cause of every issue and embrace the mentoring and development opportunities available to you.
- A client facing technical role with genuine impact on the day to day experience of Blue Fox Group’s managed client base.
- A structured mentoring and development environment supported by the Reactive Services Escalation Technician and Operations Leadership.
- A collaborative team culture built on shared values and mutual accountability.
- A flexible work environment with remote and in person options available.
- Full Benefits Package