Systems Support Professional

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.

• Provide onsite service assistance through the use of various web-based remote support tools when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).
• 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.

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

• 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.
• Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).
• Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, 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.
• Strong written and communication skills; strong interpersonal skills.
• Strong organizational and planning skills.
• Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
• 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