The responsibility of the Senior Level Technical Support Specialist is implementation and support of processes and practices for managing IT infrastructure, development and operations. They will also be consulting with clients on IT functions, architecture, IT services, technology infrastructure, best practices and methodologies, providing technical expertise in the development and delivery of technology-based solutions. The Senior Level Technical Support Specialist oversees and supports all aspects of planning, development and delivery of high-impact technology-based solutions. The Senior Level Technical Support Specialist serves as member of first line management and provides functional, technical or process leadership. The organization will depend on this person’s management of multiple teams. Our organization will depend on this person’s expertise and experience with complex technical activities and will be responsible for some project management and consulting.
The Senior Level Technical Support Specialist generally has the following responsibilities:
- Evaluates, defines, develops, and deploys new service support processes and/or enhancements
- Applies knowledge structurally in IT services management and provides support for customer implementation issues and questions.
- Provides expert advice on process improvements and develops improvement strategies.
- Analyzes documentation, technical processes and specifications
- Develops strategies and plans to drive IT excellence and create technology solutions in alignment with business operations.
- Formulates, and oversees the execution of and business plans for the integration of technology-based solutions.
- Researches, evaluates, and recommends technology and systems options and solutions to support customer’s business plans and requirements.
- Consults on the knowledge, selection, and implementation of complex tools or methodologies with customers.
- Provide training to clients in the use of system and applications as related to IT
- Obtain understanding of OS and application operations related to SAF’s offered services.
The Senior Level Technical Support Specialist should have knowledge of approaches, practices, tools and techniques for contingency and disaster recovery operations, and the ability to develop and execute IT infrastructure plans. As well they should be able to demonstrate knowledge in IT Architecture, one should demonstrate knowledge of concepts, philosophies, blueprints, and tools behind the design of IT architecture, technology infrastructure and operating environment.
- Leads in the identification of critical functions for IT infrastructure and support
- Defines and documents contingency and disaster recovery procedures.
- Creates and tests plans for operating in a remote back-up environment.
- Creates and maintains data center contingency documents and action plans.
- Advises clients in defining philosophy and principles for global architecture.
- Monitors major infrastructure vendors and industry experience
- Explains industry benchmarks and experiences
- Assesses and communicates implementation efforts and experiences with various architectural designs.
- Discusses major software, hardware or application integration initiatives and plans.
- Self-motivated, detail-oriented and organized
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
- Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Education and/or Experience:
Four year certificate from college or technical school and a minimum of four years related work experience. Associate’s Degree/College Diploma in Information Technology or equivalent work experience.
Four years of experience in the following areas:
- IT Technologies such as Windows, Linux, storage, software development practices, databases practices, VMware, Veeam.
- Hardware technologies, such as Enterprise network switching, NAS DAS SAN storage solutions, Wireless networking, Firewalls.
- Operating, testing, planning, configuring, installing, troubleshooting
- Knowledge in LEAN methodologies
- Knowledge of Agile methodologies
- Knowledge in data analysis and interest in analytical work
The Business Development Associate identifies and helps to develop strategic relationships with partners and potential customers. They will assists in the development of a strong pipeline of new customers and projects in accounts through direct or indirect customer contact and prospecting. SAF is looking for an associate that is familiar with standard concepts, practices, and procedures within the IT managed services field.
Roles and Responsibilities
The primary responsibility of the Business Development Associate is sales and sales support functions. The Business Development Associate contacts customers and provides service for specific customers and IT managed services products. Typical roles for Business Development Associate include:
- Prospecting new business, setting and closing appointments with key decision makers, servicing existing business and developing strong client relationships to increase sales of SAF’s products and services.
- Requires a minimum of an associate’s degree or its equivalent with 3-6 years of experience in the IT sales field or in a related area.
- Familiar with standard concepts, practices, and procedures within IT managed services.
- Deals with all management levels to present products and services. Develops strategies to support key relationship building for ongoing business development.
- Schedules promotional work and tracks sales activities. Gathers data on marketing trends, competitive products and pricing.
- Conducts periodic surveys of customers to determine customer satisfaction and cross-selling opportunities.
- Prepares periodic reports of customer activity, and gathers information to be used for sales forecasting and production.
- Sets short- and long-term sales strategies and evaluates effectiveness of current sales programs.
- Recommends product or service enhancements to improve customer satisfaction and sales potential.
- Designs and proposes policies and programs to achieve maximum sales volume potential for products or services.
- Works under general supervision.
- A certain degree of creativity and latitude is required.
Knowledge of Product Line
The Business Development Associate is expected to demonstrate experience in the knowledge of IT managed services and related product lines. They should be able to demonstrate knowledge of methodologies and tools for IT infrastructure, security and support. The Business Development Associate should have the ability to develop SAF’s product line processes and strategies.
- Advises on details of services and products.
- Teaches others how to use advanced technologies and tools for product lines.
- Evaluates benefits and competitive advantages of new services and products.
Knowledge of Customers
The Business Development Associate is expected to demonstrate knowledge of customer bases. They should demonstrate knowledge of various types of customers and ability to analyze customer activities, profiles and information.
- Consults on analyzing customers’ sales history, sales cycles, and buying patterns.
- Designs various customer profiles and associated means of generating additional sales.
- Establishes organizational best practices for customer activities.
- Develops presentations and proposals that reflect customer profiles and goals.
- Predicts future industry wide developments and improvements in customer buying capabilities and requirements.
- Leads discussions on the historical background and future perspective of customer profiles