Support Structure

Key roles involved in providing consistent managed information technology services

Help Desk/Service Manager:

  • Key remote Support Technical Lead
  • Responsible for daily support of the Helpdesk system, AIS Help Desk staff and other general IT functions.
  • Support request escalations to the AIS Field Engineering Team.

Assigned Network / Server Administrator (Tier III Engineer):

  • Key Networking and Server Support Engineer
  • Responsible for providing IT consultation services, server and network administration services including system installation and upgrades, network consolidation and regular system maintenance.
  • CCIE (Cisco Certified Internetwork Expert)

AIS Help Desk/Client Support Dispatch: (844) 247-5227 /

  • Responsible for management, coordination, and scheduling of all day-to-day service delivery requests and tickets.
  • AIS Support can be utilized for any regular maintenance or low priority break/fix requests.

Dedicated Account Manager / vCTO:

  • Key AIS / Client Relationship Contact
  • Responsible for communication and remediation of all billing and/or contract issues, escalations, Quarterly Business Reviews (QBRs), and coordination of any project work outside of the scope of the request for proposal.
  • Also responsible for budget and project forecasting.
  • MCSE, Network+, Security+

Last modified April 13, 2020