Systems Support Professional

About the role

The Systems Support Professional is the front‑line representative of Jolera, providing high‑quality technical assistance to customers and their employees. Working on‑site in Porto, you will use your broad IT knowledge to troubleshoot and resolve issues across a range of devices and platforms.

Key responsibilities

• Process and own service tickets from creation to resolution.
• Escalate high‑profile incidents to the Service Desk Manager.
• Respond to on‑site outage situations as required.
• Install, configure, and diagnose workstations, laptops, smartphones and peripherals.
• Perform on‑site problem determination, analysis and documentation.
• Maintain network printers and assist with account management tasks.
• Record all incidents, changes and resolutions in the ticketing system.
• Execute data backup and recovery at the user level.
• Provide on‑call support for remote locations when needed.

Required profile

• Strong verbal and written communication skills.
• Ability to prioritize tasks and multitask in a fast‑paced environment.
• Attention to detail and accurate documentation of technical activities.
• Willingness to work on‑site daily in Porto and occasional overtime.

Required skills

• Windows 7, Windows 8, Windows 10
• Mac OSX
• iOS
• Windows Server
• Active Directory
• DHCP and DNS
• VMware
• Office 365