Systems Support Professional L2 - 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
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 troubleshooting, configuring and managing network devices that are already in production.

Work within a team environment on assigned tickets as it relates to networking issues
This role will require strong communication skills as it does involve client communications
Provide escalation support to the operations team in support of daily operations

Skills Required:
Barracuda Firewalls and Barracuda Control Center

Tina Tunnels

Client to site and Site to Site tunnels

Palo Alto, FortiGate

Azure Firewall

Cisco/Meraki Switch and Access Points

MR33

Office365 and Active Directory

NPS and LDAP

Optional nice to have skills:
Veeam Backup

Post-Secondary degree or diploma.

5+ years of working in a support services environment working with technology/systems department directly supporting customers
Demonstrated working knowledge of modern firewall technologies.

What You'll Do

Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
Provides support of deployed network devices.
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 management 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.
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.
Follow all other processes and quality standards as directed.

What We Offer

Competitive compensation package
Young and dynamic corporate culture
Competitive benefits package
Opportunity to advance skills through technical certifications and internal training programs.