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Technical Support Specialist
2 semanas atrás
Job Overview
Jolera Inc. offers next-generation managed services to MSPs & IT solution providers, enabling them to deliver world-class experiences for their clients.
We've helped transform hundreds of MSPs & solution providers worldwide with our award-winning solutions built on over 20 years of experience servicing businesses globally.
Our team is dedicated to providing an elevated managed service experience for a variety of clients. We treat each MSP partner with specialized care and uniquely organize our products for their individual business needs.
About the Role
The Systems Support Professional represents the front end of Jolera and is key to delivering best-in-class resolutions for our customers and their employees/members.
Responsibilities include demonstrating confident and appropriate communication skills both verbally and electronically, as well as the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.
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.
-English and Deutsche proficiency (mandatory).
-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.
