Senior Technical Support Specialist - Augusta Technical Support · Bangor, ME - Headquarters

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

• 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

• Meet or exceed responsibilities and expectations of Technical Support Specialist

• 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;
  Quick Books multi-user troubleshooting;
  Active Directory and Group Policy;
  Troubleshootingof Wi‑Fi, switch, and firewalls;
  Desktop & laptop troubleshooting, hardware, and software.

• 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

• 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 learnnew 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 ratefrom clients
• Develop strong relationships with clients and serve a select group as primary contact

• Health Care
• Dental
• Retirement Plan
• Profit Sharing