Tier 1 Systems Support Professional- Woodbridge On - Vaughan, Canada - Jolera Inc.

Jolera Inc.

Verified Company

Vaughan, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Systems Support Professional

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.

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.

This is an in-office job. You will be required to commute to our client site daily in Woodbridge Ontario.

The Systems Support Professional represents the front end of Jolera and 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 verbally and electronically.

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

You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, laptops, smartphones, and other peripherals.

You will also configure devices, manage inventory, perform maintenance tasks, and update documentation.

You'll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more.

Some overtime may be required in this position.

What You'll Do

Process service tickets and assign them to appropriate service resources, as necessary.
Maintain service ticket ownership throughout the life of the support incident.
Escalate highprofile issues to the Service Desk Manager for appropriate handling and routing.
React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
Install, configure, and diagnose client workstations and equipment.
Conduct onsite problem determination and analysis.
Provide advice and technical guidance to end users and technical resources as the situation warrants.
Go onsite to support customers or projects that can't be performed remotely as well as routine maintenance.
Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
Document in detail the activities carried out as well as the technical information collected.
Maintenance of the internal network cabling and crossconnects. Executing changes as required.
Maintenance of network printer devices.
Assist with account management activities.
Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
Identify and escalate production critical issues to the appropriate groups.
Perform data backup and recovery at a user level, as required.
Comply with internal controls and policies as applicable.
Responsible for oncall/asneeded support for remote locations.
This position requires some overtime/oncall hours and carrying a mobile phone.
Ability to make sound judgment calls and escalate to senior resources when needed.
Able to lead conversations of a technical nature with end users who may not have any technical expertise.
Physically capable of lifting and carrying packaged computers, monitors, and other equipment.

Who You Are

35 years experience in a technical support role.
Relevant Degree/Diploma or equivalent.
Proven problemsolving and analytical skills.
Must have access to a vehicle with a valid driver's license.
Excellent attention to detail.
Ability to document processes and accept feedback.
Strong ability to work within a team environment.
Excellent communicator and personable.
Ability to make sound judgment calls and escalate to senior resources when needed.
Able to lead conversations of a technical nature with end users who may not have any technical expertise.
Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Some knowledge of database technologies is an asset
Handson experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
Strong knowledge of all Endpoint OS
Windows Operating Systems, MacOS, iOS.
Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
Someone who thrives in a fastpaced, highenergy environment.
Always conducts with a poised and professional demeanor.
Able to work collaboratively within a team.