Senior Technical Support Specialist- Portland, ME

S. J. Rollins Technologies • Portland, OR

17h • Onsite

About The Position

The Senior Technical Support Specialist will be responsible for taking ownership of the customer's technological success, providing fast response times, building positive relationships, and serving as the primary contact for a select group of customers. This role involves ensuring customer data and networks are maintained with industry best practices, designing, estimating, quoting, and implementing solutions, and interacting with the accounting department to describe the value of work performed. Additionally, the specialist will be a valuable team member, embodying S. J. Rollins culture and values, participating in meetings, taking responsibility for personal and career development, and training less experienced team members.

Requirements

• Meet or exceed responsibilities and expectations of Technical Support Specialist
• Basic technical knowledge of SJR “full stack” products and services
• Ability 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.
• Minimal assistance from System Administrators
• Minimal reliance on senior technicians for assistance on increasingly more complicated tasks
• Demonstrate a full understanding of all hosted products/services and inventory product lines
• Receive a very low call back rate from clients

Nice To Haves

• Fully trained and experienced Senior Technical Support Specialist

Responsibilities

• 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
• 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
• 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
• Manage time efficiently self-assigning work from the ticket system and coordinating projects with Team Leader and clients
• Develop strong relationships with clients and serve a select group as primary contact

Benefits

• Health Care
• Dental
• Retirement Plan
• Profit Sharing

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed