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.