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.