- 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.
- Work on night shift.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Qualifications
- 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.
- Fluent in English and Spanish (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.
What We Offer
- Competitive compensation package
- Competitive benefits package
- Company Perks, Good Life gym, and various brand discounts
- Company events, recognition, and celebrations
- Career development and growth opportunities.
At Jolera, we are committed to crating 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.
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