Systems Support Professional

Responsibilities

• Process, assign, and maintain ownership of service tickets throughout the incident lifecycle
• Install, configure, and diagnose client workstations, laptops, and peripheral equipment
• Perform on-site problem determination, analysis, and maintenance of network printer devices
• Provide technical guidance and advice to end users, translating complex technical concepts for non-technical staff
• Document all activities, technical information collected, and resolution notes in the ticketing system
• Assist with account management and perform user-level data backup and recovery
• Identify and escalate high-profile or production-critical issues to the Service Desk Manager or appropriate groups
• React to onsite outage scenarios and provide on-call support for remote locations as needed

Requirements

• 1-3 years of experience in a technical support role
• Relevant Degree, Diploma, or equivalent educational background
• Strong knowledge of Windows Operating Systems, MacOS, and iOS
• Proficiency with Microsoft Office 365 and common productivity suites (Adobe Acrobat, etc.)
• Proven problem-solving, analytical, and attention-to-detail skills
• Excellent verbal and written communication skills with a professional demeanor
• Ability to work collaboratively in a fast-paced, high-energy team environment

Preferred Qualifications

• Industry certifications such as Microsoft Certified Professional (MCP), MCSA, CompTIA A+, or Network+
• Experience using ticketing systems like ServiceNow or ConnectWise
• Knowledge of database technologies
• Hands-on experience with print publishing software
• Experience working in time-critical manufacturing or production environments

Benefits

• Competitive compensation and benefits package
• Company perks and various brand discounts
• Company events, recognitions, and celebrations
• Career development and growth opportunities

About the Company

Jolera offers MSPs and IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. With over 20 years of experience, Jolera provides an elevated managed service experience through a collection of tenured experts, treating each partner with specialized care to meet their individual business needs.