IT Onboarding Specialist

**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.

**Who You Are**

We are seeking an energetic, passionate IT Onboarding Specialist with strong communication skills and ability to work collaboratively. You are a self starter who thrives in an environment of personal accountability and enjoys being part of a challenging outcome orientated culture. You want to build your career by digging in being a part of a high performance team where there is an opportunity to up your game, sharing your knowledge and working with some of the best in the business.

**What You Will Do**

The IT Onboarding Specialist is a key role in the Jolera Support Model. Adding subscribed services from customers to our services. Going from but not limited to - deploying RMM tool agent, configuring SNMP stack, Setting up Alerting, Integration into ticketing systems... Protecting both internal companies and the customer environment from possible exposure and breaches is key to delivering best-in-class resolutions for our customers and their employees/members. You demonstrate confident and appropriate communication skills both verbal and electronic. You have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The IT Onboarding Specialist will also focus on audit and protecting the internal company and customers from any known and unknown exploits and breaches.
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards
- Audit deployments of new firewalls and management/support of deployed firewalls or security systems
- Audit customer Active Directory topology and access models to enhance security
- Provisioning and de-provisioning user changes
- Maintenance of IAM technology infrastructure
- Upgrades, patch management based on Security or IAM requirements
- Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA
- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality
- Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes
- Escalate high-profile issues to the Enterprise Architect team for appropriate handling and routing
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system
- Deploy and actively monitor Jolera's customer systems and services via Jolera monitoring systems
- Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality
- Perform RFC-approved systems modifications and reboots
- Ensure all customer requests are handled, documented, and escalated during Queue shifts as scheduled/directed
- Ensure customer portals are updated with systems documentation, RFCs and backup logs, etc. as per the schedule
- Follow all other processes and quality standards as directed

**Qualifications**
- Post-Secondary degree or diploma
- 2+ years of previous engineer experience working in a technology/systems department directly supporting customers
- Work rotating shifts as scheduled by the department Manager
- Demonstrated working knowledge of modern firewall technologies
- Demonstrated ability to perform systems discoveries, and plan implementations
- Strong written and communication skills
- Strong interpersonal skills
- Strong organizational and planning skills
- Ability to work well with people from many different disciplines with varying technical abilities
- High attention to detail
- Strong documentation skills
- Strong understanding of multiple platforms, (Active Directory, Linux)
- LDAP Knowledge
- PowerShell Knowledge
- Ability to maintain confidentiality
- Regulatory Compliance Knowledge (SOX, FFIEC, and PCI)
- Identity Management - Provisioning and Workflow processes
- Access Management - Authentication and Entitlements
- Data Security and Privacy - Database access
- Experience with Role Base Access Controls
- CompTIA A+
- CompTIA Network+

**What We Offer**
- Work remotely 3 days per week.
- Competitive compensation package
- Competitive benefits package
- Company Perks, Good Life gym, and various brand discounts
- Company events, recognitions, and celebrations
- Career development and growt