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Job Requirements of Senior Technical Support Specialist S. J. Rollins Technologies Innovative Solutions - Superior [...]:
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Employment Type:
Full-Time
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Location:
Bangor, ME (Onsite)
Do you meet the requirements for this job?
Senior Technical Support Specialist S. J. Rollins Technologies Innovative Solutions - Superior [...]
We’re looking for a Senior Technical Support Specialist to provide support to our client base. You should have a mix of technical and customer service skills, and be passionate about technology and helping people.
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
- With 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 learn new 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 rate from clients
- Develop strong relationships with clients and serve a select group as primary contact
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Recommended Skills
- Communication
- Critical Thinking
- Curiosity
- Customer Communications Management
- Customer Service
- Decision Making
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