Systems Support Professional

Description

Summary: The Systems Support Professional delivers best-in-class resolutions for customers, demonstrating confident communication and the ability to prioritize and multitask effectively. Highlights: 1. Provide onsite and remote service assistance for diverse client needs 2. Maintain ownership of service tickets and escalate high-profile issues 3. Develop knowledge of multiple systems and processes to troubleshoot problems **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