Systems Support Professional- Edmonton

**Who We Are**

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Jolera Inc. is a multinational technology hybrid aggregate service provider (HASP) focused on delivering IT solutions As-a-Service for its customers and channel partners. We are Canadian-based with more than 18 years of experience in the industry.

We know that IT solutions require more than just technology - they need skilled people behind them. That is why we assembled a great team of experts who are committed to finding the best solutions for your needs. Our people are focused, client-driven, and passionate about connecting users with technology.

**In this role, you will be providing deskside support at the client location in Edmonton, Alberta.**

While at our clients’ offices, you’ll 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.

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**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 on-site problem determination and analysis.
- Provide advice and technical guidance to end users and technical resources as the situation warrants.
- Go on-site to support customers or projects that can’t be performed remotely as well as routine maintenance.
- 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 the internal network cabling and cross-connects. Executing changes as required.
- 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.
- 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**
- 3-5 years experience in a technical support role.
- Relevant Degree/Diploma or equivalent.
- Proven problem-solving and analytical skills.
- Must have access to a vehicle with a valid driver’s license.
- 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 technical nature with end users who may not have any technical expertise.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
- Some knowledge of database technologies is an asset
- Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
- Strong knowledge of all Endpoint OS - Windows Operating Systems, MacOS, iOS.
- Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
- Someone who thrives in a fast-paced, high-energy environment.
- Always conducts with a poised and professional demeanor.
- Able to work collaboratively within a team

**Qualifications**
- Industry certifications - Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
- 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.