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