💻 Systems Support Professional - Remote (Global)
About Jolera
Jolera is a leading global IT Security and Solutions provider, known for its high-performance, innovative solutions environment. We're a team dedicated to continuous learning and growth opportunities, and we encourage ongoing training and development. We're proud of our talented, diverse workforce that thrives in an entrepreneurial and flexible environment.
Who We're Looking For
We're searching for an energetic and passionate individual with strong communication skills and the ability to work collaboratively. You're a self-starter who thrives in a results-oriented culture and enjoys being part of a high-performance team. You want to build your career by contributing to a team where you can learn, share your knowledge, and work with some of the best in the business.
What You'll Do
As a Systems Support Professional, you'll be the first point of contact for our customers, providing best-in-class resolutions for them and their employees. You'll demonstrate confident and effective communication skills, both verbally and electronically. You'll be able to prioritize tasks and multitask to ensure all customers receive consistent and excellent service.
- Provide remote service assistance using various web-based tools.
- Respond to service requests via phone and email, adhering to client SLAs.
- Process service tickets and assign them to appropriate Jolera technicians or customer-specific resources.
- Maintain ownership of service tickets throughout the support process.
- Escalate high-priority issues to the Service Desk Manager for appropriate handling.
- Actively monitor customer systems and services, responding to device outages.
- Develop knowledge of multiple systems and processes to troubleshoot problems.
- Perform server updates and reboots during designated service windows.
- Respond to onsite outage scenarios as needed or assigned by the Service Desk Manager.
- Monitor, record, and troubleshoot customer backup status when required.
- Follow all assigned processes and quality standards.
Qualifications
- College diploma or equivalent.
- 3-5 years of support experience in a technology/systems department directly supporting customers.
- Strong knowledge of (and troubleshooting ability for) Operating Systems, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client-side productivity 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 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.) are an asset.
- Fluent in English (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to manage multiple concurrent issues, prioritizing effectively.
- Strong overall communication skills with the ability to contribute significantly to Jolera's success.
- Ability to provide generalized end-user training.
- Ability to explain technical concepts and issues to non-technical individuals.
- Demonstrated technical learning and understanding competency.
Job Category: Customer Service