Bilingual Systems Support Professional

Há 20 horas

Porto, Portugal Jolera Inc. Tempo inteiro

**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.

**What You Will Do**

The Bilingual 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.
- Provide remote service assistance through the use of various web-based remote support tools when necessary.
- Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal 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.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform server updates and reboots during customer-designated service windows.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Monitor, record and troubleshoot customer backup status if necessary.
- Work on night shift.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.

**Who you are**
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
- Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).
- 3‐5 years of previous support experience working in a technology / systems department directly supporting customers.
- Fluent in English and Spanish (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Ability to provide generalized end‐user training.
- Ability to communicate technical concepts and issues to non‐technical individuals.
- Demonstrated technical learning and understanding competency.

**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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