Who We AreJolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. 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.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. They can 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’ll Do- Process service tickets and assign them to appropriate 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.- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.- Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.- Install, configure, and diagnose client workstations and equipment.- Conduct on-site problem determination and analysis.- Provide advice and technical guidance to end users and technical resources as the situation warrants.- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.- Document in detail the activities carried out as well as the technical information collected.- Maintenance of network printer devices.- Assist with account management activities.- Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.- Identify and escalate production critical issues to the appropriate groups.- Perform data backup and recovery at a user level, as required.- Comply with internal controls and policies as applicable.- Responsible for on-call/as-needed support for remote locations.- Ability to make sound judgment calls and escalate to senior resources when needed.- Able to lead conversations of a technical nature with end users who may not have any technical expertise.
Who You Are-1-3 years of experience in a technical support role.- Relevant Degree/Diploma or equivalent.- Proven problem-solving and analytical skills.- Excellent attention to detail.- Ability to document processes and accept feedback.- Strong ability to work within a team environment.- Excellent communicator and personable. - Ability to make sound judgment calls and escalate to senior resources when needed.- Able to lead conversations of a technical nature with end users who may not have any technical expertise. - Some knowledge of database technologies is an asset.- Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).- Someone who thrives in a fast-paced, high-energy environment.- Always conducts with a poised and professional demeanor.- Able to work collaboratively within a team.- Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.