Technical Support Specialist

3 semanas atrás

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

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Jolera Inc. as a Systems Support Professional. This is an exciting opportunity to work with a leading provider of managed services and IT solutions, delivering best-in-class resolutions for our customers and their employees/members.

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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