Technical Analyst - German speaking

The Systems Support Professional represents the front end of Jolera and is key to delivering best-in-class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.

This is a hybrid job. You will be required to Work from the office at times in Winnipeg and home the others.

• Provide remote service assistance through the use of various web-based remote support tools when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance with each client's Service Level Agreement (SLA).
• Process service tickets and assign them to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.
• Maintain service ticket ownership throughout the life of the support incident.
• Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
• Actively monitor all customer systems and services and respond to device-down scenarios.
• Develop knowledge of multiple systems and processes in order to troubleshoot problems.
• Perform server updates and reboots during customer-designated service windows.
• React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
• Monitor, record and troubleshoot customer backup status if necessary.
• Work rotating shifts as scheduled by the Service Desk Manager.
• Follow all other processes and quality standards as assigned by the Service Desk Manager.

• College diploma or equivalent.
• Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
• Strong knowledge of (and ability to troubleshoot issues related to) Operating Systems, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
• Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.)
• Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
• Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.)
• 3‐5 years of previous support experience working in a technology/systems department directly supporting customers.
• Strong written and communication skills; strong interpersonal skills.
• Strong organizational and planning skills.
• Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
• Strong overall communication skills and can make a significant contribution to Jolera’s success.
• Ability to provide generalized end‐user training.
• Ability to communicate technical concepts and issues to non‐technical individuals.
• Demonstrated technical learning and understanding competency.