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
· 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
· Driving License