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.

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.
Do you meet the requirements, are you the right person for the job?

Send your CV to hr.portugal@jolera.com