Senior Systems Support Professional - Tier 2

About the role

Jolera is seeking a Senior Systems Support Professional (Tier 2) to provide advanced technical assistance for its managed firewall and broader IT infrastructure services. The role focuses on resolving complex issues, deploying and supporting firewalls, and ensuring high‑quality service for MSP partners and their end‑users.

Key responsibilities

• Resolve escalated technical problems from Tier 1 and GIRC teams, covering servers, networks, cloud services, and security while meeting SLA commitments.
• Deploy, configure, and support firewalls, switches, servers, hypervisors, and storage systems, performing deep diagnostics to maintain stability and performance.
• Manage core services such as Active Directory, DNS, DHCP, Group Policy, and identity integrations, recommending upgrades and improvements.
• Handle vendor and internal Enterprise Architect escalations following defined processes.
• Mentor Tier 1 technicians, review escalations, provide feedback, and assist with end‑user training.
• Document configurations, processes, and ticket activity in Jolera’s CS and CRM platforms.
• Communicate technical concepts clearly to non‑technical stakeholders and maintain proactive system monitoring and RFC‑approved changes.

Required profile

• Post‑secondary degree or diploma.
• At least 4 years of field engineering experience supporting customers in a technology or systems environment.
• Strong verbal and written communication skills, with the ability to prioritize and multitask.
• Fluency in English; additional language skills (French, Spanish, Portuguese) are a plus.

Required skills

• Firewall deployment and support.
• Switch configuration.
• Server and hypervisor management.
• Storage system administration.
• Active Directory, DNS, DHCP, Group Policy.
• Identity integration and cloud services.
• Security troubleshooting.
• Use of CS and CRM platforms for documentation.