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# Senior Technical Support Specialist- Portland, ME

- **Company:** S. J. ROLLINS TECHNOLOGIES
- **Location:** Portland, ME, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Active Directory, Microsoft Outlook, Customer Data Management, Issue Tracking Systems, QuickBooks (Software), Wi-Fi Technology, Firewalls (Computer Science)
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4ae9b25279d80156

## About the Role

Do you have experience in Customer communication?, * 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.

## Description

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

 * Provide fast response times for customers
 * Build positive relationships with customers
 * Serve as primary contact for a select group of customers
 * Ensure customer data and networks are maintained with industry best practices
 * Design, estimate, quote, and implement solutions to solve customers' problems
 * Interact with the accounting department to describe value for the work performed

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, * 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 learn new 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 rate from clients
 * Develop strong relationships with clients and serve a select group as primary contact


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