Technical Support Specialist

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
• Estimate and implement basic products 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

• Willingness and proven ability to learn
• Reliable team member
• Strong verbal communication
  
  

Skill Level

• No IT knowledge or experience required. All Technical Support Specialists will go through the SJR training program. 
  
  

Responsibilities (What You Do)

• Complete all customer appointments and service tickets/tasks assigned.
• Conduct repetitive IT tasks
• Perform PMMs (Preventative Monthly Maintenance) on an adhoc basis for.
• Assist team members on projects as assigned
• Communicate with the client and Technical Support Team Leader before and after every job
• Execute standard operating procedures for the following:
• VPN Configuration
• New User Setup
• Computer Prep
• Installing Software
• Phone Provisioning
  

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
• Manage time efficiently by requesting work from Technical Support Team Leaders, or self-assigning basic work from the ticket system
  
  

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.