Systems Support Professional Tier 2 - Toronto, Canada - Jolera

Jolera
Jolera
Verified Company
Toronto, Canada

6 days ago

Sophia Lee

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Sophia Lee

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Description

Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. Jolera headquarters are in Toronto and we have offices all across Canada.


We've helped transform hundreds of MSPs & solution providers worldwide With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients.

At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.


Who You Are

  • Post-Secondary degree or diploma.
  • 4+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
  • Citrix Experience highly desirable.
  • Demonstrated working knowledge of modern firewall technologies.
  • Demonstrated ability to perform systems discoveries, and plan implementations.
  • Strong written and communication skills.
  • Strong interpersonal skills.
  • Strong organizational and planning skills.
  • Ability to work well with people from many different disciplines with varying technical abilities.
  • High attention to detail.
  • Strong documentation skills.
  • Strong overall communication skills and can make a significant contribution to Jolera's success.
  • Generalized end user training.
  • Ability to communicate technical concepts and issues to nontechnical individuals.
  • Demonstrated technical leadership.
  • Full Driver's License and reliable vehicle an asset.
  • French/Spanish/Portuguese speaking an asset.
The Senior Systems Support Professional is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically.

They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.

The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera's managed firewall products.

**In this role, you are required to be in office at our Toronto HQ daily.

What You'll Do

  • Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
  • Perform deployments of new firewalls and management/support of deployed firewalls.
  • Using personal/team knowledge and the customer's engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
  • Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
  • Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.
  • Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing.
  • Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
  • Actively monitor Jolera's customer systems and services via Jolera monitoring systems.
  • Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
  • Perform RFC approved systems modifications and reboots.
  • Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.
  • Ensure customer portals are updated with systems documentation, RFC's and backup logs, etc. as per schedule.
  • Follow all other processes and quality standards as directed.

What We Offer

  • Competitive compensation package
  • Young and dynamic corporate culture
  • Competitive benefits package
  • Company Perks, Good Life gym, and various brand discounts
  • Opportunity to advance skills through technical certifications and internal training programs.

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