Systems Support Professional
Jolera
Calgary,Alberta
il y a 4j

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.

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).
  • Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal 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.
  • 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.
  • Perform server updates and reboots during customer-designated service windows.
  • React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
  • Monitor, record and troubleshoot customer backup status if necessary.
  • Work rotating shifts as scheduled by the Service Desk Manager.
  • Follow all other processes and quality standards as assigned by the Service Desk Manager.
  • Who You Are

  • College diploma or equivalent.
  • Current industry relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
  • Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
  • Strong knowledge of common client side productivity application suites (Microsoft Office Suite, Outlook Exchange environments, Adobe Acrobat, etc.)
  • Basic working knowledge of server side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper V, VMware vSphere, Citrix Xenserver, etc.
  • Basic working knowledge of pro consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.)
  • 3 5 years of previous support experience working in a technology / systems department directly supporting customers.
  • Strong written and communication skills; strong interpersonal skills.
  • Strong organizational and planning skills.
  • Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
  • Strong overall communication skills and can make a significant contribution to Jolera’s success.
  • Ability to provide generalized end user training.
  • Ability to communicate technical concepts and issues to non technical individuals.
  • Demonstrated technical learning and understanding competency.
  • Signaler cette offre d'emploi
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Postuler
    Mon Courriel
    En cliquant sur « Continuer », je consens au traitement de mes données et à recevoir des alertes email, tel que détaillé dans la Politique de confidentialité de neuvoo. Je peux retirer mon consentement ou me désinscrire à tout moment.
    Continuer
    Formulaire de candidature