Field Services Specialist - 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.

We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed.

Our partners receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We know that IT solutions require more than just technology - they need skilled people behind them. That is why we assembled a great team of experts to support our operations. Our people are focused, client-driven, and passionate about connecting users with technology.

**What You Will Do

This is an In-office role **in our Toronto Office. In this role, you'll be interacting with our clients and users often at various locations across the city.

While at our clients' offices, you'll 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.

At some locations, travel will be required (up to 30-40% in various regions).

Responsible for the overall administration of the desktop, laptop, and peripherals at specific locations.
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.

Qualifications

13 years experience in a technical support role.
Relevant Degree/Diploma or equivalent.
Strong knowledge of all Endpoint OS
Windows Operating Systems, MacOS, iOS.
Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM, etc.
Proven problemsolving and analytical skills.
Excellent attention to detail.
Ability to document processes and accept feedback.
Strong ability to work within a team environment.
A valid driver's license is required. The vehicle is an asset.
Excellent communicator and personable.
Some knowledge of database technologies and assets.
Ability to make sound judgment calls and escalate to senior resources when needed
Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Handson experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.

Assets

Industry certifications
Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
Basic working knowledge of Linux and Unix.
Past experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
Handson Experience with print publishing software.
Experience in timecritical manufacturing/production environments.

What We Offer

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