Systems Support Specialist

Há 1 mês

Porto, Porto, Portugal Jolera Inc. Tempo inteiro
About the Role

We are seeking a highly skilled Systems Support Professional to join our team at Jolera Inc. As a key member of our support team, you will be responsible for delivering exceptional customer service and technical support to our clients.

Key Responsibilities
  • 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
Requirements
  • 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
What We Offer
  • Competitive compensation package & benefits package
  • Company Perks, and various brand discounts
  • Company events, recognitions, and celebrations
  • Career development and growth opportunities

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