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System Support Professional
3 months ago
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.
This is a hybrid job. You will be required to Work from the office at times in Winnipeg and home the others.
What You'll Do
- Provide remote service assistance through the use of various webbased remote support tools when necessary.
- Process service tickets and assign them to appropriate Jolera onsite technicians, or customerspecific internal service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate highprofile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to devicedown scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform server updates and reboots during customerdesignated 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 rotating shifts as scheduled by the Service Desk Manager.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Who You Are
- 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 Systems, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, 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.
- 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.
