System Support Professional

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.

This is an in-office job. You will be required to be in-office at Porto/Azores daily.

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. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position.

What You’ll Do

-Process service tickets and assign them to appropriate 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.

-React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.

-Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.

-Install, configure, and diagnose client workstations and equipment.

-Conduct on-site problem determination and analysis.

-Provide advice and technical guidance to end users and technical resources as the situation warrants.

-Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.

-Document in detail the activities carried out as well as the technical information collected.

-Maintenance of network printer devices.

-Assist with account management activities.

-Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.

-Identify and escalate production critical issues to the appropriate groups.

-Perform data backup and recovery at a user level, as required.

-Comply with internal controls and policies as applicable.

-Responsible for on-call/as-needed support for remote locations.

-Ability to make sound judgment calls and escalate to senior resources when needed.

-Able to lead conversations of a technical nature with end users who may not have any technical expertise.

Who You Are

-1-3 years experience in a technical support role.

-Relevant Degree/Diploma or equivalent.

-Proven problem-solving and analytical skills.

-Excellent attention to detail.

-Ability to document processes and accept feedback.

-Strong ability to work within a team environment.

-Excellent communicator and personable.

-Ability to make sound judgment calls and escalate to senior resources when needed.

-Able to lead conversations of a technical nature with end users who may not have any technical expertise.

-Some knowledge of database technologies is an asset.

-Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.

-Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).

-Someone who thrives in a fast-paced, high-energy environment.

-Always conducts with a poised and professional demeanor.

-Able to work collaboratively within a team.

Assets

-Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.

-Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.

-Hands-on Experience with print publishing software.

-Experience in time-critical manufacturing/production environments.

What We Offer

-Competitive compensation package & benefits package

-Company Perks, and various brand discounts

-Company events, recognitions, and celebrations

-Career development and growth opportunities