About this role
Who We Are Jolera 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. This is a Toronto on-site job. Who You Are 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. 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. Requirements Qualifications
• 1-3 years 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 t