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. Working on‑site, you will troubleshoot a wide range of devices and ensure consistent, reliable support across the organization.

Key responsibilities

• Process and own service tickets from creation to resolution, assigning them as needed.
• Escalate high‑profile incidents to the Service Desk Manager and handle on‑site outage scenarios.
• Administer desktops, laptops, peripherals, and network printers at the assigned location.
• Install, configure, and diagnose client workstations and related equipment.
• Conduct on‑site problem determination, provide technical guidance, and document all activities.
• Verify and diagnose servers, network hardware, and infrastructure issues with escalation support.
• Maintain accurate ticket records, perform data backup/recovery at user level, and comply with internal policies.
• Provide on‑call and as‑needed support for remote locations.

Required profile

• Strong verbal and written communication skills.
• Ability to prioritize, multitask, and make sound judgment calls.
• Broad technical knowledge across multiple operating systems and platforms.
• Willingness to work overtime and handle on‑site incidents.

Required skills

• Windows 7/8/10 operating systems.
• macOS and iOS devices.
• Windows Server, Active Directory, DHCP/DNS.
• VMware virtualization.
• Office 365 suite.
• Network printer configuration and maintenance.
• Ticketing system usage and documentation.
• Data backup and recovery procedures.