Systems Support Professional - Tier 1

About the Position

Systems Support Professional - Tier 1

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 role requires flexibility in working hours, including rotating shifts, nights, weekends, and public holidays, to support a 24×7×365 operational environment.

Responsibilities

• Represent the front end of Jolera and deliver best-in-class resolutions for our customers and their employees/members.
• Demonstrate confident and appropriate communication skills both verbally and electronically.
• Judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.
• Provide remote service assistance through various web-based remote support tools.
• 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 to appropriate Jolera onsite technicians or customer-specific internal service resources.
• 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 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.
• Follow all other processes and quality standards as assigned by the Service Desk Manager.

Requirements

• College diploma or equivalent.
• 3-5 years of previous support experience working in a technology/systems department directly supporting customers.
• Strong knowledge of (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.).
• Current industry-relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
• Fluent in English (mandatory).
• 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.

We Offer

• Competitive compensation package & benefits package
• Company events, recognitions, and celebrations
• Career development and growth opportunity.

At Jolera, we are committed to creating a diverse, equal, and inclusive environment. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.

About the Company

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.