Full Time Position- Help Desk Support

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'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 elevate 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 elevate to senior resources when needed.
• Able to lead conversations of a technical nature with end users who may not have any technical expertise.

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 elevate to senior resources when needed.
• Able to lead conversations of a technical nature with end users who may not have any technical expertise.
• Some knowledge of database technologies is an asset.
• Strong knowledge of all Endpoint OS - Windows Operating Systems, MacOS, iOS.
• Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, 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.

Assets

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

What We Offer

• Competitive compensation package & benefits package
• Company Perks, and various brand discounts
• Company events, recognitions, and cele