Senior Technical Support Specialist - Augusta, ME

Job Description

Job Description

Key Results Area #1: Take Ownership of the Customer’s Technological Success

• Provide fast response times for customers
• Build positive relationships with customers
• Serve as primary contact for a select group of customers
• Ensure customer data and networks are maintained with industry best practices
• Design, estimate, quote, and implement solutions to solve customers’ problems
• Interact with the accounting department to describe value for the work performed

Key Results Area #2: Being a Valuable Team Member

• Provide a good example of S. J. Rollins culture and values
• Be on time for work and scheduled meetings
• Participate in regular team and company meetings
• Take responsibility for personal and career development
• 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; Troubleshooting of Wi-Fi, switch, and firewalls; Desktop & laptop troubleshooting, hardware, and software.

Responsibilities

• Minimal assistance from System Administrators
• Solve 90% of help desk tickets on a regular basis
• Complete preventative maintenance for a select group of customers
• Assist Team Leader and System Administrators on projects
• Fully complete onsite appointments and assigned tickets/tasks
• Effectively communicate problem and solution with Client and Team Leader
• Estimate and quote basic sales for any non-hosted products in inventory
• Recognize business opportunities from client communication and forward to Team Leader

Expectations

• Adhere to policies and procedures as outlined in the Employee Handbook
• Meet or exceed the billable hours per day expectations established at each performance review
• Best indicator of success is to work 5 days a week and be on time for work each day
• Show a good attitude towards people and a willingness and passion to learn new skills
• Demonstrate critical thinking and decision-making skills while working towards a solution
• Minimal reliance on senior technicians for assistance on increasingly more complicated tasks
• Manage time efficiently self-assigning work from the ticket system and coordinating projects with Team Leader and clients
• Demonstrate a full understanding of all hosted products/services and inventory product lines
• Receive a very low call back rate from clients
• Develop strong relationships with clients and serve a select group as primary contact

Benefits:

• Health Care
• Dental
• Retirement Plan
• Profit Sharing