Key Results Area #1: Take Ownership of the Customer’s Technological Success

Build long-term relationships with customers
Ensure customers data and network security is maintained with industry best practices
Design, estimate, quote, and implement solutions to solve customers’ problems
Provide fast response times for customers
Interact with the accounting department on the customers’ behalf and describe value for work performed
Ability to generate and maintain your own work through identifying value-added opportunities, improvements or additional projects for a client

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

Meet or exceed responsibilities and expectations of Senior Technical Support Specialist

Skill Level

Minimum Experience Level: 3 years

A fully trained and experienced System Administrator will have a working knowledge of all major IT technologies and be able to:
Maintain and administer our full stack of technology
Solve most end-user issues
Install most network hardware with minimal assistance

Responsibilities

Assist Senior System Administrators and Network Engineers with projects
Assist lower-level technicians in building their knowledge and experience
Independently manage billable time through onsite appointments and help desk tickets
Serve as primary contact for select group of clients
Effective communication with client from problem definition and cost estimate through follow-up of successful solution
Estimate and quote sales for any product in inventory including hosted services
Recognize business opportunities from clients and propose solutions with minimal input from Team Leader
Accept assignment of emergency phone as required
Able to discover value add work for customers, and significantly reduce reliance on help desk to receive work

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
High-level client communication (inc. conflict resolution) in writing and in person
Demonstrate critical thinking and decision-making skills while working towards a solution
Proactively manage a client’s IT infrastructure
Begin development of high-level skills in a given IT discipline
Develop strong relationships with clients that result in an increased reliance on you for IT needs
Maintain a flexible schedule to allow for periodic night/weekend work and out of state work.

Benefits:

S. J. Rollins Technologies, Inc.

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