Systems Support Professional

1 semana atrás

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. Jolera headquarters are in Toronto and we have offices all across Canada.

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**

The Senior Systems Support Professional 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 verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on troubleshooting, configuring and managing network devices that are already in production.

**Qualifications**:

- Post-Secondary degree or diploma.
- 5+ years of working in a support services environment working with technology/systems department directly supporting customers
- Demonstrated working knowledge of modern firewall technologies.
- Work within a team environment on assigned tickets as it relates to networking issues
- This role will require strong communication skills as it does involve client communications
- Provide escalation support to the operations team in support of daily operations
- Barracuda Firewalls and Barracuda Control Center
- Tina Tunnel
- Client to site and Site to Site tunnel
- Palo Alto, FortiGate
- Azure Firewall
- Cisco/Meraki Switch and Access Points
- MR33
- Office365 and Active Directory
- NPS and LDAP

Optional nice to have skills:

- Veeam Backup

**What You'll Do**
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
- Provides support of deployed network devices.
- 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 management 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.
- 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.
- Follow all other processes and quality standards as directed.

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