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 requests to ensure consistent service levels.

Key responsibilities

• Provide onsite and remote assistance using web‑based support tools.
• Receive, triage and respond to service requests in line with client SLAs.
• Process tickets, assign them to appropriate technicians or internal resources, and maintain ownership until resolution.
• Escalate high‑profile incidents to the Service Desk Manager.
• Monitor customer systems, react to device‑down or outage scenarios, and perform server updates during designated windows.
• Track and troubleshoot backup status when required.
• Work night shifts as needed and follow all defined processes and quality standards.

Required profile

• College diploma or equivalent; industry certifications (Microsoft, Cisco, VMware, Citrix, Red Hat) are a plus.
• 3‑5 years of experience in a technology or systems support department.
• Strong written and verbal communication skills.
• Ability to multitask, prioritize and work independently.

Required skills

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