System Support Professional

About the role

The Systems Support Professional is the front‑line representative of Jolera, delivering best‑in‑class resolutions for customers and their employees. The role requires strong verbal and written communication, the ability to prioritize tasks, and multitasking to ensure consistent, high‑quality service.

Key responsibilities

• Provide onsite assistance and use web‑based remote support tools when needed.
• Receive and respond to service requests via phone and email in line with client SLAs.
• Process tickets, assign them to appropriate technicians or internal resources, and maintain ownership throughout the incident.
• Escalate high‑profile issues to the Service Desk Manager.
• Monitor customer systems, respond to device‑down scenarios, and react to onsite outages.
• Develop knowledge of multiple systems to troubleshoot effectively.
• Perform server updates and reboots during designated windows.
• Monitor and troubleshoot customer backup status when required.
• Work night shifts and follow all quality standards set by the Service Desk Manager.

Required profile

• Experience installing and maintaining hardware (desktops, laptops, printers, peripherals).
• Network configuration and troubleshooting (TCP/IP, Wi‑Fi, LAN/WAN).
• Support for Windows, macOS, and Linux operating systems.
• Knowledge of structured cabling, racks, and physical infrastructure.
• Proficiency with diagnostic tools and testing equipment.
• Ticket management and service documentation experience.
• Basic information‑security best practices.
• Ability to read and interpret technical manuals.
• College diploma or equivalent.
• Industry‑relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat) are a plus.

Required skills

• Windows OS
• macOS
• Linux
• TCP/IP networking
• Wi‑Fi and LAN/WAN
• Structured cabling
• Diagnostic tools
• Ticketing systems
• Active Directory
• Antivirus/Malware remediation
• Microsoft Office suite