Who We Are
Jolera empowers Managed Service Providers (MSPs) and IT solution providers with next-generation managed services, enabling them to deliver exceptional experiences for their clients. Our award-winning solutions are built on over 20 years of experience serving businesses worldwide, with headquarters in Toronto and offices across Canada.
Our Expertise
We have transformed hundreds of MSPs and solution providers globally by combining our collection of experienced experts with tailored products that cater to each business's unique needs.
Who You Are
The Senior Systems Support Professional is crucial in delivering top-notch resolutions for our customers and their employees/members. This role requires confident and appropriate communication skills both verbally and electronically. The incumbent must be able to prioritize tasks and multitask to ensure all customers receive consistent assistance and customer service.
This position focuses primarily on troubleshooting, configuring, and managing network devices already in production.
Qualifications
* Post-secondary degree or diploma.
* 5+ years of experience working in a support services environment, directly supporting customers through technology/systems departments.
* Strong working knowledge of networking technologies and business applications.
* Working knowledge of modern firewall technologies.
* Ability to work within a team environment on assigned tickets related to networking issues.
* Strong communication skills, as this role involves client communications.
* Escalation support to the operations team in support of daily operations.
* Barracuda Firewalls and Barracuda Control Center.
* Client-to-site and site-to-site tunnel.
* Cisco/Meraki Switch and Access Points.
* MR33.
* Office365 and Active Directory.
* NPS and LDAP.
Desirable Skills
* Barracuda Backup & Email Security.
* Veeam Backup.
What You'll Do
* Ensure all assigned requests are responded to and dealt with according to Jolera and customer standards.
* Provide support for deployed network devices.
* Using personal/team knowledge and the customer's engagement model, 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.
* Escalate tickets to the appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.
* Escalate high-profile issues to the management 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.
* 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.
* Follow all other processes and quality standards as directed.