Service Desk After Hours Procedure

Overview:

The on-call technician is to provide urgent, and emergency, technical support from 6PM-5AM, Friday to the following Thursday. This document provides the on-call technician the steps to complete prior to starting after hours support.

Process:

Forward the phone to after-hours support.
- Navigate to office.com, and sign in using techsupportforwarding@swinerton.com
- Password has been shared with Jason, Peter, Jamie, Josue, Joe, and Nick.
- Select Teams from the left pane.
- Select TechSupport Forwarding if asked which account should be used to sign in.
- Select 'Use Web app', if asked.
- Select the three horizontal elipses from the upper-right corner, and then Settings.
- Select Calls from the left
- Select ‘Forward my calls’ and then +18663099699.
- Log out of the account.
Call the BTech support line (866) 647-5200, and verify calls are being forwarded to our 3^rd part vendor, AnswerConnect.
Tell the AnswerConnect representative you are with Swinerton BTech and ask them to create an emergency test ticket.
AnswerConnect should then call the on-call BTech technician's phone.
Close the Freshservice ticket created from the test call, and categorize as Internal > Internal Usage.
Periodically check the Help Desk queue for any calls not reaching the on-call technician, which will be listed as AnswerConnect [External].

*Should the TechSupport Forwarding account be signed out, and the on-call technician is unable to sign in, please contact Peter Dederko, or Jason for assistance.

Contact Information

Jason Fearing - (916) 765-7038
Scott Stephenson - (949) 648-8261
Joe Mejia - (916) 747-0169
Peter Dederko - (916) 752-4205

Service Desk Schedule

Added Information

When AnswerConnect calls you, it typically comes from a Seattle, WA based VOIP number. The number is typically 206 area code and has recently been 206-331-4444 or 206-453-2329.
They will never leave a voicemail.
The phone tree is configured to cycle through the following order:
- On call
- Brian Deuschel
- Jason Fearing
- Scott Stephenson
- Jack Dettis
They will call each person and then immediately try the other person. If after failing to reach Jack they will wait 5 minutes and repeat the process a second time. If no one picks up the 2nd time they will create a ticket.