Senior Systems Support Professional
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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.
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