Synergy Solution IT

Synergy Solution IT runs a tight team. Like most MSPs, their margin pressure shows up in two places: where senior engineers spend their time, and how fast tickets move.

Senior engineers should be on project work. They are not. They are on tier-1 tickets. Password resets. Office 365 sign-in problems. VPN troubleshooting that resolves in 90 seconds. Onboarding-confirmation tickets that take ten minutes each. The senior engineer doing this work is also the engineer who could be billing $150 an hour on a network migration.

That gap is where Synergy Solution IT decided to bring on a Support Engineer fellow.

Day one was a scoping call. Izaak Hurst, the founder of Synergy Solution IT, walked through their helpdesk workflow: PSA setup, RMM tooling, escalation rules, common ticket categories, customer SLAs. They documented what tickets they wanted the fellow to take, which to escalate, and what the customer-facing tone should sound like.

Days two through seven were the custom build. The Support Engineer fellow was trained on Synergy Solution IT's actual ticket data, their PSA workflow, their KB articles, and their internal escalation playbook. By day eight the fellow was in their Slack workspace and running.

“Deploy in minutes, adapt to your exact workflow, and let it handle the rest—custom-built AI that fits like a glove and works at the speed of your business.”
— Izaak Hurst, Founder, Synergy Solution IT

The Synergy Solution IT Support Engineer fellow watches their helpdesk channel. New tickets land. The fellow reads them, classifies the issue, checks the customer's history, and either responds directly or escalates to a senior engineer with full context.

On a password reset: the fellow recognizes the request, confirms the user is the actual account holder, walks them through the reset, and closes the ticket. No engineer touches it.

On a VPN issue: the fellow checks the customer's documented setup, runs through the standard troubleshooting tree, and either resolves it or routes to a senior engineer with the diagnostic data already attached.

On an Office 365 sign-in problem: the fellow confirms the user's identity, walks through the standard fixes, and routes to an engineer if the issue is something only an admin can resolve.

The AI agent pilot delivered immediate operational relief by eliminating our heaviest technical and administrative bottlenecks. On the technical side, it drastically accelerated troubleshooting by instantly parsing system logs to surface root causes and fixes in seconds. At the same time, it streamlined administrative overhead by automatically drafting precise, structured time entries from ticket activity, minimizing non-billable friction and keeping our team focused on high-level engineering.

Synergy Solution IT's pilot is also the foundation for something bigger. They signed on as the first FellowHire reseller. The internal pilot is how they validate the product before pitching it to their own clients.

The reseller motion: an MSP buys fellows from FellowHire at a wholesale annual rate, packages them into their service offering, and resells them to their SMB and mid-market clients at the MSP's retail markup. The MSP becomes the trusted layer between the AI fellow and the end customer.

For Synergy Solution IT, this means a new line of revenue and a way to deliver scaled support without scaling their own helpdesk staff. For their clients, it means access to AI fellows through someone they already trust to manage their IT.

“Reselling custom AI agents allows MSPs to break free from low-margin per-seat pricing and capture high-value, sticky recurring revenue by automating their clients' specific workflows. By wrapping these agents in managed security and optimization retainers, you solve your clients' labor bottlenecks while making your services virtually irreplaceable. It transforms your MSP from a basic infrastructure cost into a critical operational driver that is bulletproof against churn.”
— Izaak Hurst, Founder, Synergy Solution IT

Synergy Solution IT is expanding the Support Engineer fellow's scope as they learn what the fellow does well. They are evaluating whether to bring on a second fellow internally — either a Sales fellow for MSP outbound or an Operations fellow for client onboarding.

On the reseller side, they are preparing the first conversations with their existing clients about adding fellows to their service plans. Those conversations begin in summer 2026.