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. Estimate and implement basic products 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

• Willingness and proven ability to learn
• Reliable team member
• Strong verbal communication

Skill Level

• No IT knowledge or experience required. All Technical Support Specialists will go through the SJR training program. 

Responsibilities (What You Do)

• Complete all customer appointments and service tickets/tasks assigned.
• Conduct repetitive IT tasks
• Perform PMMs (Preventative Monthly Maintenance) on an adhoc basis for.
• Assist team members on projects as assigned
• Communicate with the client and Technical Support Team Leader before and after every job
• Execute standard operating procedures for the following:
  • VPN Configuration
  • New User Setup
  • Computer Prep
  • Installing Software
  • Phone Provisioning

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
• Manage time efficiently by requesting work from Technical Support Team Leaders, or self-assigning basic work from the ticket system

Benefits:

• Health Care
• Dental
• Retirement Plan
• Profit Sharing