Job Description

Job Purpose:

The Systems Support Professional serves as the frontline ambassador of Jolera, playing an essential role in delivering best-in-class technical resolutions to our customers and their employees or members. This position is essential to ensure a seamless support experience, marked by responsiveness, expertise, and a commitment to service excellence.

Key Responsibilities:

• Provide expert advice and technical support to end users across various platforms and devices.
• Identify, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption.
• Collaborate with escalation teams to verify and diagnose server, network, and infrastructure-related problems.
• Respond promptly to onsite outage scenarios, ensuring swift resolution and communication.
• Lead technical discussions with non-technical end users, translating complex concepts into clear, actionable guidance.
• Process incoming service tickets and assign them to the appropriate support channels as needed.
• Maintain ownership of service tickets throughout the entire lifecycle of the support incident.
• Accurately document all problems, incidents, and changes in the ticketing system, including detailed resolution notes.
• Escalate critical or high-impact issues to Service Desk Team Leads for appropriate prioritization and routing.

Requirements

Technical Skills:

• Comprehensive expertise in endpoint operating systems, including Windows OS, macOS, iOS, and Android.
• Proficient in client-side productivity and enterprise tools, such as Microsoft Office 365, Google Workspace, Active Directory, Citrix, networked printers, and remote support platforms.
• Advanced troubleshooting capabilities across a wide range of user devices - workstations, laptops, smartphones, and peripherals - ensuring swift and effective issue resolution.

Soft Skills:

• Problem-solving
• Communication
• Team collaboration
• Time management