Technical Support Specialist for Enhanced Client Experience

Há 1 mês

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

Jolera offers innovative managed services to IT solution providers, empowering them to deliver exceptional experiences for their clients. Leveraging over 20 years of experience, our award-winning solutions are built to transform businesses worldwide.

We've successfully helped hundreds of MSPs and solution providers globally. Our team of experts provides a unique managed service experience tailored to individual business needs. As an in-office job, you'll be required to work daily at Porto/Azores.

The Role

The Systems Support Professional is the front-end representative of Jolera, responsible for delivering top-notch resolutions to customers and their employees/members. This role requires confident and effective communication skills, both verbally and electronically. The incumbent must be able to prioritize tasks, multitask, and ensure all customers receive consistent assistance and customer service. You'll utilize your broad technical knowledge to identify, troubleshoot, and resolve user issues on various devices – workstations, laptops, smartphones, and peripherals. Your responsibilities will also include configuring devices, managing inventory, performing maintenance tasks, and updating documentation. Proficiency in Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more is essential. Some overtime may be required.

Key Responsibilities
  • Process service tickets and assign them to relevant service resources as necessary.
  • Maintain service ticket ownership throughout the life of the support incident.
  • Evaluate high-profile issues and escalate them to the Service Desk Manager for appropriate handling and routing.
  • Respond to onsite outage scenarios as needed or assigned by the Service Desk Manager.
  • Oversee the administration of desktops, laptops, and peripherals at a specific location.
  • Install, configure, and diagnose client workstations and equipment.
  • Conduct on-site problem determination and analysis.
  • Offer guidance and technical advice to end-users and technical resources as required.
  • Verify and diagnose servers, network hardware, and other infrastructure issues with escalation staff assistance.
  • Document detailed activities and collected technical information.
  • Maintain network printer devices.
  • Support account management activities.
  • Record problems, incidents, and changes using the site ticketing system, ensuring accurate resolution notes for each ticket.
  • Identify and escalate production-critical issues to the relevant groups.
  • Perform data backup and recovery at a user level when required.
  • Comply with internal controls and policies applicable to this role.
  • Provide on-call/as-needed support for remote locations.
  • Demonstrate sound judgment and escalate to senior resources when necessary.
  • Facilitate conversations of a technical nature with end-users lacking technical expertise.
Requirements

To succeed in this role, you should have:

  • 1-3 years of experience in a technical support position.
  • A relevant degree/diploma or equivalent.
  • Proven problem-solving and analytical skills.
  • Excellent attention to detail.
  • Ability to document processes and accept feedback.
  • Strong teamwork and communication skills.
  • Knowledge of database technologies is an asset.
  • Proficiency in all Endpoint OS (Windows Operating Systems, MacOS, iOS).
  • Experience with common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.).
  • Able to thrive in a fast-paced environment and maintain a professional demeanor.
  • Collaborative work style.
Bonus Points
  • Industry certifications like Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
  • Previous experience with ticketing systems such as ServiceNow or ConnectWise for tracking time and status/resolution.
  • Hands-on experience with print publishing software.
  • Background in time-critical manufacturing/production environments.
What We Offer

Competitive compensation package including benefits, company perks, brand discounts, career development opportunities, and job security in a full-time capacity. Estimated salary: $65,000 - $85,000 annually based on industry standards and location.

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