Systems Support Professional

Who We AreJolera 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.-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. 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. What We Offer-Competitive compensation package & benefits package-Company Perks, and various brand discounts-Company events, recognitions, and celebrations-Career development and growth opportunities