Senior Technical Support Specialist

Job Description

Job Description

Key Results Area #1: Successfully Resolve Customer’s Technical Support Issues and assist Customer Teams with PMM’s and Projects.

1. Provide fast response times for customers

2. Build positive relationships with customers

3. Design, estimate, quote, and implement solutions to solve customers’ problems

4. Interact with the accounting department to describe value for the work performed

5. Ensure customer data and networks are maintained with industry best practices

Key Results Area #2: Being a Valuable Team Member

1. Provide a good example of S. J. Rollins culture and values

2. Be on time for work and scheduled meetings

3. Participate in regular team and company meetings

4. Take responsibility for personal and career development

5. Take responsibility for the training and education of less experienced team members

Entry Knowledge

• Meet or exceed responsibilities and expectations of Technical Support Specialist

 

Skill Level

• A fully trained and experienced Senior Technical Support Specialist will have basic technical knowledge of SJR “full stack” products and services as well as be able to solve issues related to:

  • Printer configurations; Email/Outlook user configurations; QuickBooks multi-user troubleshooting; Active Directory and Group Policy; Intune, Troubleshooting of Wi-Fi, switch, and firewalls; Desktop & laptop troubleshooting, hardware, and software.

Responsibilities (What You Do)

• Complete all customer appointments and service tickets/tasks assigned

• Serve as PMM Lead for Customers

• Function as a Technical Lead for selected small customers

• Solve at least 90% of assigned help desk tickets independently, with minimal assistance from System Administrators

• Perform PMMs (Preventative Monthly Maintenance) for designated customers

• Assist team members on projects as assigned

• Communicate problems and solutions clearly to clients and Account Managers

• Estimate and quote basic sales for non-hosted inventory products

• Accept assignment of emergency phone as required

• Identify and relay potential business opportunities from client communications to Account Managers

Expectations (How You Do It)

• Adhere to policies and procedures as outlined in the Employee Handbook

• Demonstrate reliability and punctuality

• Meet or exceed the billable hours per day expectations established at each performance review

• Exhibit a positive attitude and willingness to learn

• Display critical thinking, independence, and sound judgment in problem solving

• Minimize client call-backs through thorough and effective service

• Proactively manage time and workload, taking initiative to self-assign tasks from the ticket queue

• Communicate pertinent information clearly and promptly with team members, Technical Leads, and Account Managers

Benefits:

• Health Care

• Dental

• Vision

• Death and Disability

• Profit Sharing

• Retirement Plan