IT Systems Support Professional- Tier 1.5

6 months ago

Toronto, Canada Jolera Full time

**The Systems Support Professional (Tier 1.5)**

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 an in-office job. You will be required to be in the office at our Toronto HQ daily.
**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/Field Services 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 onsite 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.
- This position requires some overtime/on call hours and carrying a mobile phone.
- 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. Physically capable of lifting and carrying packaged computers, monitors, and other equipment.

**Who You Are**
- Technical knowledge and ability to support desktop/laptop hardware and software
- Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
- Technical knowledge and experience to support and troubleshoot network connectivity issues.
- Provide day-to-day engineering support for multiple messaging and collaboration technologies such as Active Directory, Exchange Online, Microsoft Teams, Voice, SharePoint Online and other Office 365 workloads.
- Strong knowledge in asset management (Solarwinds NCentral.)
- Technical knowledge using and supporting Office 365 administration.
- Mobile device Enrollment for Company mail setup and activation via Intune
- Provide senior level support of the M365 environment, services and users including Global administration, configuration, security and privacy, account management, change management, capacity planning and licensing.
- Provide mentorship and guidance to junior support engineers and assist in their professional development.
- Develop custom scripts and automation solutions to address unique or complex requirements within the Office 365 environment. PC hardware installation & troubleshooting

**Assets**
- Basic working knowledge of Linux and Unix.
- Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
- Hands on experience with print publishing software.
- Experience in time critical manufacturing/production environments.

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