Systems Support Professional

About the role

The Systems Support Professional is the front‑line representative of Jolera, delivering high‑quality technical assistance to customers and their employees or members. You will communicate confidently via phone, email and remote tools, prioritising multiple requests to ensure consistent service.

Key responsibilities

• Provide onsite and remote support using web‑based tools, responding to service requests in line with client SLAs.
• Process, own and route service tickets, escalating high‑profile issues to the Service Desk Manager.
• Monitor customer systems, react to device‑down or outage scenarios, and perform server updates during designated windows.
• Maintain backup status, perform hardware installations, and support night‑shift operations as required.

Required profile

• College diploma or equivalent with 3‑5 years of direct technical support experience.
• Strong written and verbal communication skills and the ability to multitask.
• Current industry‑relevant certifications (e.g., Microsoft, Cisco, VMware, Citrix, Red Hat) are a plus.

Required skills

• Installation and maintenance of desktops, laptops, printers and peripherals.
• Network configuration and troubleshooting (TCP/IP, Wi‑Fi, LAN/WAN).
• Operating system support for Windows, macOS and Linux.
• Knowledge of structured cabling, racks and physical infrastructure.
• Use of diagnostic tools, ticket management systems and basic information‑security practices.
• Experience with Active Directory, antivirus/malware remediation, software installations and mobile device activation.
• Familiarity with Microsoft Office Suite, Outlook‑Exchange, Adobe Acrobat and server‑side technologies such as Exchange Server, WSUS, Hyper‑V, VMware vSphere and Citrix XenServer.