Systems Support Professional- T1 - Woodbridge ON

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
30+ days ago