Jolera offers MSPs & IT solution providers next-generation managed services enabling them to create world-class experiences for their clients.
We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed.
Our partners receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
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 to support our operations.
Our people are focused, client driven and passionate about connecting users with technology.
All CV’s must be received in English.
What You’ll Do :
Provide remote 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).
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.
React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
Follow all other processes and quality standards as assigned by the Service Desk Manager.
Availability to work between 12pm and 2am*
Who You Are :
College diploma or equivalent.
Current industry relevant certifications (Microsoft, Cisco, VMware, etc.) would be an asset.
Strong knowledge of (and ability to troubleshoot issues related to) Operating System, Antivirus, Malware, Spyware, Active Directory, Printers, Mobile Device activation, etc.
Strong knowledge of common client side productivity application suites (Microsoft Office 365, Google Workspace, SSO, Cloud platforms, etc.)
Basic working knowledge of server side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper V, VMware vSphere, etc.
Basic working knowledge of (and ability to troubleshoot issues related to) Network Operations Center, monitoring and management of the network, servers, databases, firewalls, devices and related external services.
1-3 years of previous support experience working in a technology / systems department directly supporting customers.
Fluent in English (mandatory).
Strong written and communication skills; strong interpersonal skills.
Strong organizational and planning skills.
Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.