Systems Support Professional

About the role

The Systems Support Professional is the front‑line contact for Jolera’s customers, delivering high‑quality technical assistance and ensuring consistent service levels. This on‑site position requires strong verbal and written communication, the ability to prioritize multiple tickets, and a commitment to customer satisfaction.

Key responsibilities

• Provide remote assistance using web‑based support tools when required.
• Receive, log, and respond to service requests via phone and email according to SLA commitments.
• Assign and own service tickets, escalating high‑profile issues to the Service Desk Manager.
• Monitor customer systems, respond to device‑down scenarios, and perform server updates/reboots within designated windows.
• React to on‑site outages, track backup status, and support on‑call duties.
• Follow established processes and quality standards.

Required profile

• College diploma or equivalent.
• 1‑3 years of experience in a technology or systems support environment.
• Current industry certifications (e.g., Microsoft, Cisco, VMware, Red Hat) are a plus.
• Fluent English with strong written and interpersonal communication skills.
• Excellent organizational and prioritization abilities.

Required skills

• Operating system troubleshooting, DLL, antivirus, malware, spyware removal.
• Active Directory, printer configuration, mobile device activation.
• Microsoft Office Suite, Outlook‑Exchange, Adobe Acrobat.
• Basic knowledge of Exchange Server, WSUS, Hyper‑V, VMware vSphere.
• Understanding of computer hardware, OS threading, memory management, and storage subsystems.

What we offer

• Competitive compensation and benefits package.
• Company perks, brand discounts, and regular events.
• Career development and growth opportunities.