Systems Support Professional - Tier 1

Description

Summary: The Systems Support Professional at Jolera is a critical front-end role, responsible for delivering best-in-class technical resolutions and customer service to clients. Highlights: 1. Deliver best-in-class resolutions for customers 2. Utilize broad technical knowledge to troubleshoot various devices 3. Opportunity for career development and growth **Who We Are** Jolera offers MSPs \& IT solution providers next\-generation managed services, enabling them to create world\-class experiences for their clents. 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. **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 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 remote 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. * Follow all other processes and quality standards as assigned by the Service Desk Manager. **Requirements** Qualifications * College diploma or equivalent. * 3‐5 years of previous support experience working in a technology / systems department directly supporting customers. 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.). * Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset. * Fluent in English (mandatory). * 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. **Benefits** **What We Offer** * Competitive compensation package \& benefits package * 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 differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law