Senior Technical Support Specialist

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