What You Will Do
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.
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Provide onsite service assistance through the use of various web-based remote support tools when necessary.
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Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).
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Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.
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Maintain service ticket ownership throughout the life of the support incident.
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Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
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Actively monitor all customer systems and services and respond to device-down scenarios.
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Develop knowledge of multiple systems and processes in order to troubleshoot problems.
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Perform server updates and reboots during customer-designated service windows.
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React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
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Monitor, record and troubleshoot customer backup status if necessary.
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Work on night shift.
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Follow all other processes and quality standards as assigned by the Service Desk Manager.
Qualifications
Technical Skills
- Installation and maintenance of hardware (desktops, laptops, printers, peripherals)
- Network configuration and troubleshooting (TCP/IP, Wi-Fi, LAN/WAN)
- Support for operating systems (Windows, macOS, Linux)
- Knowledge of structured cabling, racks, and physical infrastructure
- Use of diagnostic tools and testing equipment
- Ticket management and service documentation
- Basic information security and field best practices
- Ability to read and interpret technical manuals
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College diploma or equivalent.
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Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
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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.
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Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).
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Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
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Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).
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3‐5 years of previous support experience working in a technology / systems department directly supporting customers.
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Strong written and communication skills; strong interpersonal skills.
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Strong organizational and planning skills.
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Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
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Strong overall communication skills and can make a significant contribution to Jolera’s success.
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Ability to provide generalized end‐user training.
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Ability to communicate technical concepts and issues to non‐technical individuals.
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Demonstrated technical learning and understanding competency
