Senior Technical Support Specialist

  • Full Time
  • Bangor, ME
  • This position has been filled

Website S. J. Rollins Technologies

Innovative Solutions - Superior Customer Support

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.


  • 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


  • 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