Senior Technical Support Specialist Technical Support · Bangor - Headquarters Job Bangor area,Maine USA,IT/Tech

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

Provide fast response times for customers

Build positive relationships with customers

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

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

Ensure customer data and networks are maintained with industry best practices

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

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:

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