System Support ProfessionalField Service Technician

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

Who You Are

In this role, you will be providing split support to the Service Delivery Team (80%) as well as the Field Services Team (20%).

While supporting the Service Delivery Team, you will provide remote service assistance using various web-based remote support tools when necessary. While servicing the Field Services Team, you will be interacting with our clients and users at various locations across the city. At sometimes, travel will be required (up to 30 – 40%).

• Receive and respond to service requests for assistance via telephone and email in accordance with each client's Service Level Agreement (SLA).
• Responsible for the overall administration of the desktop, laptop, and peripherals at specific location.
• Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.
• Conduct on-site problem determination and analysis where required.
• 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.
• Go on site to support customers or projects that can’t be performed remotely as well as routine maintenance.
• 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/Field Services 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.

Qualifications:

• 3‐5 years’ experience in a Technical Support role
• College diploma or equivalent.
• Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
• Hands on experience and ability to troubleshoot issues related to) Operating System, 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.)
• Strong written and communication skills; strong interpersonal skills.
• Strong organizational and planning skills.
• Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
• Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.

• Hands-on Experience with print publishing software
• Basic working knowledge of Linux and Unix
• Full driver’s license, access to a vehicle and/or public transportation
• French an asset

What We Offer

• Competitive compensation & benefits package
• Company Perks
• Company events, recognitions, and celebrations
• Career development and growth opportunities