Senior Systems Support Professional

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. 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 deployments and support of Jolera’s Helpdesk products.

What You Will Do • Provide onsite service assistance through the use of various web-based remote support tools when necessary. • Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA). • Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary. • Maintain service ticket ownership throughout the life of the support incident. • Escalate high profile issues to the Service Desk Manager for appropriate handling and routing. • Actively monitor all customer systems and services and respond to device-down scenarios. • Develop knowledge of multiple systems and processes in order to troubleshoot problems. • Perform server updates and reboots during customer-designated service windows. • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager. • Monitor, record and troubleshoot customer backup status if necessary. • Work on night shift if required, 100% work in the office. • Follow all other processes and quality standards assigned by the Service Desk Manager.