The Senior Systems Support Professional 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 verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.
The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera’s managed firewall products.
What You'll Do
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.
Who You Are
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.
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.
Full Driver’s License and reliable vehicle an asset.
French / Spanish / Portuguese speaking an asset.