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.
The Senior Systems Support Professional will :
Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
Perform deployments of new firewalls and management / support of deployed firewalls.
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 all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.
Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing.
Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
Actively monitor Jolera’s customer systems and services via Jolera monitoring systems.
Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
Perform RFC approved systems modifications and reboots.
Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled / directed.
Ensure customer portals are updated with systems documentation, RFC’s and backup logs, etc. as per schedule.
Follow all other processes and quality standards as directed.
Post-Secondary degree or diploma
4+ years of previous field engineer experience working in a technology / systems department directly supporting customers.
Demonstrated strong working knowledge of networking technologies and business applications.
Citrix Experience highly desirable
Demonstrated working knowledge of modern firewall technologies
Demonstrated ability to perform systems discoveries, and plan implementations.
Strong written and communication skills
Strong interpersonal skills
Strong organizational and planning 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
High attention to detail.
Strong documentation skills.
General Competencies :
Strong overall communication skills and can make a significant contribution to Jolera’s success.
Generalized end user training.
Understands the concepts of team building and can apply them
Ability to communicate technical concepts and issues to non-technical individuals
Demonstrated technical leadership
Must have full Driver’s License and reliable vehicle
Required language :
Very strong English
French (would be an asset)
Job Type : Full-time