Systems Support Professional – Tier 1

About the role

The Systems Support Professional – Tier 1 is the front‑line representative of Jolera, providing fast, reliable technical assistance to customers and their employees. You will use a broad range of technical knowledge to troubleshoot and resolve issues across multiple devices and platforms while delivering consistent, high‑quality service.

Key responsibilities

• Provide remote assistance using web‑based support tools.
• Receive and respond to service requests via phone and email according to client SLAs.
• Process, assign, and own service tickets throughout their lifecycle.
• Escalate high‑profile incidents to the Service Desk Manager.
• Monitor customer systems, respond to device‑down scenarios, and react to onsite outages as needed.
• Perform server updates, reboots, and maintenance within designated windows.
• Track 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, multitask, and manage time effectively.
• 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.

Required skills

• Windows 7/8/10
• macOS
• iOS
• Windows Server
• Active Directory
• DHCP
• DNS
• VMware
• Office 365
• Remote support tools