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

1. Build long-term relationships with customers
2. Ensure customers data and network security is maintained with industry best practices
3. Design, estimate, quote, and implement solutions to solve customers’ problems
4. Provide fast response times for customers
5. Interact with the accounting department on the customers’ behalf and describe value for work performed
6. 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

1. Provide a good example of S. J. Rollins culture and values
2. Be on time for work and scheduled meetings
3. Participate in regular team and company meetings
4. Take responsibility for personal and career development
5. 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.