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Systems Support Professional

Systems Support Professional

Jolera Inc.Porto, Porto District, Portugal
Há +30 dias
Descrição da vaga

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 an in-office job. You will be required to be in-office at Porto daily.

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 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. 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 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.
  • 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.

Who You Are

  • 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 escalate 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 celebrations
  • Career development and growth opportunities
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    Support Professional • Porto, Porto District, Portugal