Systems Support Professional Tier 2 - Toronto, Canada - Jolera
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.
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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