Senior Technical Support Specialist- Augusta, ME

Key Results Area #1: Take Ownership of the Customer’s Technological Success Provide fast response times for customersBuild positive relationships with customersServe as primary contact for a select group of customersEnsure customer data and networks are maintained with industry best practicesDesign, estimate, quote, and implement solutions to solve customers’ problemsInteract 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 valuesBe on time for work and scheduled meetingsParticipate in regular team and company meetingsTake responsibility for personal and career developmentTake 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 AdministratorsSolve 90% of help desk tickets on a regular basisComplete preventative maintenance for a select group of customersAssist Team Leader and System Administrators on projectsFully complete onsite appointments and assigned tickets/tasksEffectively communicate problem and solution with Client and Team LeaderEstimate and quote basic sales for any non-hosted products in inventoryRecognize business opportunities from client communication and forward to Team Leader Expectations Adhere to policies and procedures as outlined in the Employee HandbookMeet or exceed the billable hours per day expectations established at each performance reviewBest indicator of success is to work 5 days a week and be on time for work each dayShow a good attitude towards people and a willingness and passion to learn new skillsDemonstrate critical thinking and decision-making skills while working towards a solutionMinimal reliance on senior technicians for assistance on increasingly more complicated tasksManage time efficiently self-assigning work from the ticket system and coordinating projects with Team Leader and clientsDemonstrate a full understanding of all hosted products/services and inventory product linesReceive a very low call back rate from clientsDevelop strong relationships with clients and serve a select group as primary contact Benefits Health CareDentalVisionLife InsuranceRetirement PlanProfit Sharing Imagine not having to deal with the frustrations of IT. Think about how much more you could do in your business if you were not distracted by IT problems. We understand that technology has the power to make our lives easier. However, making everything operate in unison is difficult. We inherently believe technology should not be a burden and we exist to orchestrate it so that your business can achieve more. Our mission is to remove the burdens of technology by providing solutions that create efficiency, stability, and security. S. J. Rollins Technologies Inc. is a Maine Corporation that has been providing Hosted Services, Managed Services, Network Security, Software Development, and Phone & Communication solutions since its inception in 1986. We have a solid, proven 30-year history, an enduring commitment to customer satisfaction, and the expertise for your business needs.