Systems Support Professional

**Who We Are**

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

**This is an in-office job. You will be required to be in-office at Porto daily.**

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. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position.

**What You’ll Do**
- 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.

**Who You Are**
- 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.
- 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.

**Assets**
- Industry certifications - Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
- Hands-on Experience with print publishing software.
- Experience in time-critical manufacturing/production environments.