Systems Support Professional Tier 2 - Toronto, Canada - Jolera

Jolera

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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.