Senior Technical Support Specialist- Portland, ME

S. J. Rollins Technologies, Inc.; Portland (ME); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Care

Dental

Vision

Life Insurance

Retirement Plan

Profit Sharing

Job summary

S. J. Rollins Technologies, Inc.

in Maine seeks a Senior Technical Support Specialist to own the technical success of a select group of customers. You will diagnose issues, configure printers and email, manage Active Directory, and support QuickBooks multi-user environments. You will work with minimal guidance, complete onsite visits, quote basic solutions, and communicate clearly with clients and the Team Leader to maximize uptime and customer satisfaction.

Qualifications

• Senior Technical Support Specialist with full-stack product knowledge.
• Ability to resolve printer and email configurations, AD/GP issues, and network hardware problems.
• Experience with QuickBooks multi-user setups and on-site support.

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

Skills

Printer configurations

Email/Outlook configurations

QuickBooks multi-user

Active Directory

Group Policy

Wi-Fi troubleshooting

Switches and firewalls

Desktop hardware

Laptop troubleshooting

Software troubleshooting

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; Troubleshootingof 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 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

Benefits

• Health Care
• Dental
• Vision
• Life Insurance
• Retirement Plan
• Profit 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.