Jolera Inc. is a multinational technology hybrid aggregate service provider (HASP) focused on delivering IT solutions As-
a-Service for its customers and channel partners. We are Canadian based with more than 18 years of experience in the industry.
We know that IT solutions require more than just technology they need skilled people behind them. That is why we assembled a great team of experts who are committed to finding the best solutions for your needs.
Our people are focused, client driven and passionate about connecting users with technology.
Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
Using personal / team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
Confirm / audit all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
Escalates tickets to Chief Enterprise Architect, or Customer internal resources based on established internal / customer processes.
Escalates high profile issues to the Service Desk Management for appropriate handling and routing.
Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera system and regularly audits for accuracy.
Actively monitor customer systems / services and Jolera’s internal services via Jolera monitoring systems.
Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
Authors and Performs RFC approved systems modifications and reboots.
Monitors and audits customer backup success, ensure email notifications are delivered and appropriately documented.
Regularly audits site visits and assessments of all customer sites and confirms assigned work completed to Jolera standards and in a timely manner.
Escalation point for all customer concerns, escalations, and planning issues.
Assists senior management in stability of customer contracts, and actively participates in portfolio growth.
Supervises and shadows Engineers for correctness of work, and knowledge transfer.
Ensures documentation portals are updated with systems documentation, processes, procedures, RFCs and backup logs as per schedule.
Follow all other processes and quality standards as defined by the Chief Technical Officer, and the Chief Enterprise Architect
Participates in regular update and planning sessions with Senior Management.
Engages team by holding regular teleconferences / meetings to impart knowledge transfer, and plan customer work.
Participates in project management office planning meetings as required and provides status updates of active deployments.
Actively assists the Service Desk Manager with escalations and problem resolution as per established processes.
Ensures availability in a 24 7 environment to assist with handling of Service Desk Queues, Engineers, and customers with escalation requests.
Networking Knowledgeable on Layers 1-4 of the OSI model.
VMWare vCenter Administration
Cisco ASA Firewall Administration (ASDM)
Routing Switching (BGP knowledge, EIGRP knowledge)
Cisco Switching Administration (iOS) + Cisco Nexus
Palo Alto Firewall Administration
Windows Server, Active Directory, IIS and Microsoft Clustering Experience
RHEL Server Administration (Intermediate to Advanced Experience Required)
Tomcat Web Server Administration
Apache Web Server Administration
Microsoft SQL Server Administration
F5 Load Balancer Administration
Dell EqualLogic, EMC Unity, and Data Domain Experience
Cisco UCS Infrastructure Experience
University degree or equivalent
6-10 years of previous senior engineer / leader experience working in a technology / systems department directly supporting customers.
Demonstrated expert level working knowledge of networking technologies and business applications.
Demonstrated ability to perform and supervise systems discoveries, and plan / supervise implementations.
Strong written and communication skills
Strong interpersonal skills
Strong organizational and planning skills
Ability to coach Intermediate level staff and exercise technical supervisory skills.
Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
Ability to work well with people from many different disciplines with varying technical abilities
Extreme attention to detail.
Strong documentation skills