Systems Support Professional - Tier 1

About the role

The Systems Support Professional is the first point of contact for Jolera's customers, delivering prompt and effective technical assistance across a range of devices and platforms. You will work remotely and/or on‑site to resolve incidents, maintain service quality, and ensure customer satisfaction in line with service level agreements.

Key responsibilities

• Provide remote assistance using web‑based support tools.
• Receive, triage, and respond to service requests via phone and email according to SLA commitments.
• Process and assign tickets to appropriate technicians or internal resources.
• Maintain ownership of tickets throughout the incident lifecycle.
• Escalate high‑profile issues to the Service Desk Manager.
• Monitor customer systems proactively and respond to device‑down scenarios.
• Perform server updates and reboots within designated service windows.
• React to onsite outage situations as directed.
• Monitor and troubleshoot backup status when required.
• Follow all defined processes and quality standards.

Required profile

• Strong verbal and written communication skills.
• Ability to prioritize tasks and multitask in a fast‑paced environment.
• Commitment to delivering consistent, high‑quality customer service.
• Willingness to work occasional overtime as needed.

Required skills

• Proficiency with Windows 7, 8, and 10 operating systems.
• Experience with macOS and iOS devices.
• Knowledge of Windows Server administration.
• Active Directory, DHCP, and DNS management.
• Virtualization using VMware.
• Office 365 administration and support.
• Use of remote support tools for troubleshooting.