Systems Support Professional - Tier 1

Jolera empowers MSPs and IT solution providers with cutting-edge managed services, enabling them to deliver exceptional client experiences. We've helped transform hundreds of MSPs globally, leveraging our team of seasoned experts to provide top-tier managed services tailored to individual business needs.

🚀 The Role

As a Systems Support Professional, you'll be the face of Jolera, providing first-class support to our customers and their employees. You'll need strong communication skills (verbal and written), the ability to prioritize tasks, and a knack for multitasking to ensure consistent, high-quality assistance. Your broad technical knowledge will be essential for identifying, troubleshooting, and resolving user issues across various devices (workstations, laptops, smartphones, and peripherals). You'll also configure devices, manage inventory, perform maintenance, and keep documentation up-to-date.

🎯 What You'll Do

• Process and assign service tickets.
• Maintain ticket ownership throughout the support process.
• Escalate critical issues to the Service Desk Manager.
• Respond to onsite outages as needed.
• Administer desktop, laptop, and peripheral devices at a specific location.
• Install, configure, and diagnose client workstations and equipment.
• Conduct on-site problem analysis.
• Provide technical guidance to end-users and technical resources.
• Troubleshoot server, network hardware, and infrastructure issues (with escalation support).
• Document all activities and technical information thoroughly.
• Maintain network printer devices.
• Assist with account management.
• Use the site ticketing system to record problems, incidents, and changes, ensuring accurate resolution notes.
• Identify and escalate critical production issues.
• Perform user-level data backup and recovery.
• Comply with internal controls and policies.
• Provide on-call/as-needed remote location support.
• Make sound judgments and escalate to senior staff when necessary.
• Lead technical conversations with non-technical end-users.

👨‍💻 What We're Looking For

• 1-3 years of experience in technical support.
• Relevant degree/diploma or equivalent.
• Proven problem-solving and analytical skills.
• Exceptional attention to detail.
• Ability to document processes and receive feedback constructively.
• Strong teamwork skills.
• Excellent communication and interpersonal skills.
• Ability to make sound judgments and escalate appropriately.
• Ability to clearly communicate technical information to non-technical users.
• Some database technology knowledge (a plus).
• Strong knowledge of endpoint OS (Windows, macOS, iOS).
• Strong knowledge of client-side productivity suites (Microsoft Office, Office 365, Adobe Acrobat, Adobe Creative Suite, etc.).
• Ability to thrive in a fast-paced environment.
• Professional demeanor.
• Collaborative team player.

➕ Assets

• Industry certifications (Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+).
• Experience with ticketing systems (ServiceNow or ConnectWise).
• Hands-on experience with print publishing software.
• Experience in time-critical manufacturing/production environments.