Red Letter is growing. Whether you are a student starting your career, someone deciding to change careers, or choosing to expand your experience in the technology industry, we have a seat for you.
Level 3 IT Specialist Scorecard
Mission: (Executive summary of this position)
To assist the Red Letter team in becoming a highly valuable technology partner for the clients we serve. To increase revenue and profitability margins by providing oversight and direction for all the managed IT services and support we provide. This will be achieved through continual team development, improved efficiencies, and by always giving the clients a reason to choose Red Letter as their trusted technology partner.
Responsibilities: (Performance expectations)
- Maintain documentation regarding Managed IT services and network configurations.
- Design new project plans and implementation solutions.
- Provide ongoing support for level 1 & 2 technicians for troubleshooting issues.
- Participate in after-hours upgrades and troubleshooting when needed.
- Maintain LAN equipment and services including switches, routers, firewalls, and VPN.
- Maintain N-ABLE managed services for clients.
- Provide phone and remote support for clients including on call rotation for after-hours.
- Continued education in the latest software and technologies.
- Background in Windows server configuration and troubleshooting.
- Knowledge in Cybersecurity and virus/malware cleanup.
Outcomes: (Defining what must be done)
- Red Letter will be known for excellence in our service areas.
- Establish and maintain effective and healthy relationships with clients.
- Resolve complex problems in a timely manner and seek optimum solutions.
- Contribute to team effort and assist the sales team with new client opportunities.
- Prepare reference and training material for clients.
Competencies: (Ensuring behavioral fit)
- Loyal to our customers and our team…to a fault.
- Organization and planning.
- Attention to detail. Both outwardly and inwardly.
- Professional image. Always present a world-class image to our team and clients.
- Produce significant output with minimum errors.
- Look for new ideas and opportunities, independently.
- Able to build high-level trust with team and clients.
- Communication and listening skills. Always listen first to understand, then to communicate clearly and efficiently.
Sales Rep Scorecard
Mission:
To increase revenue and profitability margins by developing and maintaining strong and healthy relationships with current and new clients. Red Letters’ goal is to make our clients’ lives better by making technology simple for them to use in their businesses. Our desire is that our clients become raving fans and refer Red Letter to their connections.
Responsibilities:
- Manage sales pipeline and forecast
- Qualify and manage in-bound sales leads
- Exceed monthly cold calls and prospecting goals
- Monthly/Quarterly and/or annual follow ups with current client base as determined
- Assist Business Development Director
- Creating and implementing an individual sales plan
- Respond to RFP’s
- Proposal negotiations with prospective clients
- Tracking sales process through Red Letter CRM
- Quarterly check-ins with Business Development Director
Outcomes:
- Active role in achieving overall company sales goals
- Establish and maintain effective relationships and communication with clients
- Resolve complex problems in a timely manner and seek optimum solutions
- Contribute to overall team culture
- Prepare presentation and proposal material for clients
Competencies:
- Loyal to our customers and our team…to a fault.
- Organization and strategic planning.
- Attention to detail. Both outwardly and inwardly. Do not overlook details so that all projects and services can be delivered with excellence.
- Professional image. Always present a world-class image to our team and clients.
- Produce significant output with minimum errors.
- Look for new ideas and opportunities, independently.
- Able to build high-level trust with team and clients.
- Communication and listening skills. Always listen first to understand, then to communicate clearly and efficiently.
