Systems Support Professional

About the role

The Systems Support Professional is the front‑line technical representative of Jolera, providing on‑site assistance to clients and their employees. Working from our Porto office, you will diagnose, troubleshoot, and resolve issues across a wide range of devices and platforms while maintaining high standards of customer service.

Key responsibilities

• Process and own service tickets from creation to resolution, assigning them to appropriate resources when needed.
• Escalate high‑profile incidents to the Service Desk Manager and respond to on‑site outage scenarios.
• Install, configure, and troubleshoot desktops, laptops, smartphones, printers and other peripherals.
• Perform on‑site problem determination, analysis, and documentation of technical activities.
• Maintain inventory, conduct data backup and recovery at the user level, and ensure accurate ticket notes.
• Support account management activities and adhere to internal controls and policies.

Required profile

• Strong verbal and written communication skills, able to interact professionally with customers and internal teams.
• Ability to prioritize multiple tasks, work independently and as part of a team.
• Willingness to work on‑site in Porto daily and provide occasional overtime or on‑call support.

Required skills

• Windows 7/8/10 operating systems
• Mac OSX
• iOS devices
• Windows Server
• Active Directory
• DHCP/DNS
• VMware virtualization
• Office 365 suite