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. This is an in-office job. You will be required to be in-office at Porto/Azores daily. The Systems Support Professional represents the front end of Jolera and 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 verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, i OS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position. What You’ll Do -Process service tickets and assign them to appropriate 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. -React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager. -Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location. -Install, configure, and diagnose client workstations and equipment. -Conduct on-site problem determination and analysis. -Provide advice and technical guidance to end users and technical resources as the situation warrants. -Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff. -Document in detail the activities carried out as well as the technical information collected. -Maintenance of network printer devices. -Assist with account management activities. -Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket. -Identify and escalate production critical issues to the appropriate groups. -Perform data backup and recovery at a user level, as required. -Comply with internal controls and policies as applicable. -Responsible for on-call/as-needed support for remote locations. -Ability to make sound judgment calls and escalate to senior resources when needed. -Able to lead conversations of a technical nature with end users who may not have any technical expertise. Who You Are -1-3 years experience in a technical support role. -Relevant Degree/Diploma or equivalent. -Proven problem-solving and analytical skills. -Excellent attention to detail. -Ability to document processes and accept feedback. -Strong ability to work within a team environment. -Excellent communicator and personable. -Ability to make sound judgment calls and escalate to senior resources when needed. -Able to lead conversations of a technical nature with end users who may not have any technical expertise. -Some knowledge of database technologies is an asset. -Strong knowledge of all Endpoint OS – Windows Operating Systems, Mac OS, i OS. -Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.). -Someone who thrives in a fast-paced, high-energy environment. -Always conducts with a poised and professional demeanor. -Able to work collaboratively within a team. Assets -Industry certifications – Microsoft Certified Professional (MCP), MCSA, Comp TIA A+, Network+. -Previous experience with ticketing systems such as Service Now or Connect Wise to track time and status/resolution. -Hands-on Experience with print publishing software. -Experience in time-critical manufacturing/production environments. What We Offer -Competitive compensation package & benefits package -Company Perks, and various brand discounts -Company events, recognitions, and celebrations -Career development and growth opportunities Job Type: Full-time