Senior Technical Support Specialist

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 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