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.
Who You Are
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 elevate 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 elevate to senior resources when needed
Able to lead conversations of a technical nature with end users who may not have any technical expertise
Requirements Qualifications
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 elevate 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
Benefits What We Offer
Competitive compensation package & benefits package
Company Perks, and various brand discounts
Company events, recognitions, and celebrations
Career development and growth opportunity
At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect