Systems Support Specialist
3 semanas atrás
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
- 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
- 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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