Tier 1 Systems Support Professional

About the role

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.

Key responsibilities

• Provide remote service assistance using web‑based remote support tools.
• Receive and respond to service requests via telephone and email in line with client SLAs.
• Process service tickets, assign them to appropriate onsite technicians or internal resources, and maintain ownership throughout the incident lifecycle.
• Escalate high‑profile issues to the Service Desk Manager for proper handling.
• Actively monitor customer systems and respond to device‑down scenarios.
• Perform server updates and reboots during designated service windows.
• React to onsite outage scenarios as required.
• Monitor, record, and troubleshoot customer backup status when necessary.
• Follow all processes and quality standards as assigned by the Service Desk Manager.

Required profile

• College diploma or equivalent with 3‑5 years of support experience.
• Strong knowledge of operating systems, DLLs, antivirus, malware, software installs, Active Directory, printers, and mobile device activation.
• Proficiency with common productivity suites such as Microsoft Office, Outlook‑Exchange, and Adobe Acrobat.
• Basic working knowledge of server‑side applications (Exchange Server, WSUS, Hyper‑V, VMware vSphere, Citrix XenServer).
• Current industry‑relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat) are an asset.
• Fluent English with strong written and verbal communication skills.
• Excellent organizational, planning, and multitasking abilities.
• Ability to provide end‑user training and explain technical concepts to non‑technical individuals.

Required skills

• Windows 7/8/10
• macOS and iOS
• Windows Server
• Active Directory, DHCP, DNS
• VMware vSphere
• Hyper‑V
• Citrix XenServer
• Office 365 and Microsoft Office Suite
• Outlook/Exchange
• Adobe Acrobat

What we offer

• Competitive compensation and benefits package.
• Company events, recognitions, and celebrations.
• Career development and growth opportunities.
• Commitment to diversity, equality, and inclusion.