Systems Support Professional

About the role

The Systems Support Professional is the front‑line representative of Jolera, delivering high‑quality technical assistance to our MSP partners and their end users. You will use your broad technical knowledge to troubleshoot, resolve, and document issues across a range of devices and platforms.

Key responsibilities

• Process and own service tickets from creation to resolution, assigning them to appropriate resources when needed.
• Escalate high‑profile or critical incidents to the Service Desk Manager.
• Respond to onsite outage scenarios and provide on‑site problem determination.
• Administer desktops, laptops, smartphones, and peripheral devices at assigned locations.
• Install, configure, and diagnose client workstations and related equipment.
• Maintain network printers and perform routine maintenance tasks.
• Document all activities, technical findings, and resolution steps in the ticketing system.
• Perform user‑level data backup and recovery as required.
• Support account management activities and ensure compliance with internal policies.
• Provide on‑call support for remote locations and make sound judgment calls on escalations.

Required profile

• Strong verbal and written communication skills.
• Ability to prioritize tasks, multitask, and maintain consistent customer service.
• Hands‑on experience with Windows 7/8/10, macOS, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, and Office 365.
• Willingness to work occasional overtime and on‑call shifts.

Required skills

• Windows 7, Windows 8, Windows 10
• macOS and iOS
• Windows Server
• Active Directory
• DHCP and DNS
• VMware virtualization
• Office 365 suite
• Network printer administration
• Ticketing system usage
• Data backup and recovery procedures