Systems Support Professional- T1

2 months ago

Vaughan, Canada Jolera Full time

Systems SupportProfessional


WhoWe Are

Jolera offersMSPs & IT solution providers next-generation managedservices, enabling them to create world-class experiences for theirclients. Your clients receive award-winning solutions built on over20 years of experience servicing businessesworldwide.

We’ve helped transform hundreds ofMSPs & solution providers worldwide With our collection oftenured experts, we provide an elevated managed service experiencefor a variety of clients. At Jolera, we treat each MSP partner withspecialized care and uniquely organize our products for yourindividual businessneeds.



Thisis an in-office job. You will be required to commute to our clientsite daily in Woodbridge Ontario.

The Systems Support Professionalrepresents the front end of Jolera and is key to deliveringbest-in-class resolutions for our customers and theiremployees/members. The incumbent will demonstrate confident andappropriate communication skills both verbally and electronically.They have the ability to judge priorities and multitask to ensureall customers receive a consistent level of assistance and customerservice. You need to use your broad technical knowledge toidentify, troubleshoot, and resolve user issues on a variety ofdevices – workstations, laptops, smartphones, and otherperipherals. You will also configure devices, manage inventory,perform maintenance tasks, and update documentation. You’ll havehands-on experience working with Windows 7/8/10, Mac OSX, iOS,Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, andmore. Some overtime may be required in thisposition.


WhatYou’llDo

-Processservice tickets and assign them to appropriate service resources,as necessary.-Maintain service ticketownership throughout the life of the supportincident.-Escalate high-profile issues tothe Service Desk Manager for appropriate handling androuting.-React to onsite outage scenarios asnecessary or as assigned by the Service Desk Manager/Field ServicesManager.-Responsible for the overalladministration of the desktop, laptop, and peripherals at aspecific location.-Install, configure, anddiagnose client workstations andequipment.-Conduct on-site problemdetermination and analysis.-Provide adviceand technical guidance to end users and technical resources as thesituation warrants.-Go on-site to supportcustomers or projects that can’t be performed remotely as well asroutine maintenance.-Verify and diagnoseservers, network hardware, and other infrastructure issues with thehelp of escalation staff.-Document in detailthe activities carried out as well as the technical informationcollected.-Maintenance of the internalnetwork cabling and cross-connects. Executing changes asrequired.-Maintenance of network printerdevices.-Assist with account managementactivities.-Responsible for the use of thesite ticketing system to record all problems, incidents, andchanges. Ensuring accurate resolution notes for eachticket.-Identify and escalate productioncritical issues to the appropriategroups.-Perform data backup and recovery ata user level, as required.-Comply withinternal controls and policies asapplicable.-Responsible foron-call/as-needed support for remotelocations.-This position requires someovertime/on-call hours and carrying a mobilephone.-Ability to make sound judgment callsand escalate to senior resources whenneeded.-Able to lead conversations of atechnical nature with end users who may not have any technicalexpertise.-Physically capable of lifting andcarrying packaged computers, monitors, and otherequipment.
WhoYou Are-3-5 yearsexperience in a technical supportrole.-Relevant Degree/Diploma orequivalent.-Proven problem-solving andanalytical skills.-Must have access to avehicle with a valid driver’slicense.-Excellent attention todetail.-Ability to document processes andaccept feedback.-Strong ability to workwithin a team environment.-Excellentcommunicator and personable. -Ability tomake sound judgment calls and escalate to senior resources whenneeded.-Able to leadconversations of a technical nature with end users who may not haveany technical expertise.-Physically capable of liftingand carrying packaged computers, monitors, and otherequipment.-Some knowledge ofdatabase technologies is an asset-Hands-on experience withtroubleshooting, replacing, and configuring hardware, includingPCs, mobile devices, servers, and other -networkingequipment.-Strong knowledge of all EndpointOS – Windows Operating Systems, MacOS,iOS.-Strong knowledge of common client‐sideproductivity application suites (Microsoft Office Suite, Office 365environments, Adobe Acrobat, -Adobe Creative Suite,etc.).-Experience with using Endpointmanagement solutions such as JAMF, SCCM, MBAMetc.-Someone who thrives in a fast-paced,high-energy environment.-Always conductswith a poised and professionaldemeanor.-Able to work collaborativelywithin ateam.
Assets-Industrycertifications – Microsoft Certified Professional (MCP), MCSA,CompTIA A+, Network+.-Basic workingknowledge of Linux and Unix.-Previousexperience with ticketing systems such as ServiceNow or ConnectWiseto track time andstatus/resolution.-Hands-on Experience withprint publishing software.-Experience intime-critical manufacturing/productionenvironments.
WhatWeOffer-Competitivecompensation package & benefitspackage-Company Perks, Good Life gym, andvarious brand discounts-Company events,recognitions, and celebrations-Careerdevelopment and growth opportunities

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