Systems Support Professional- Tier 1.5

Jolera; Toronto; On-site; CAD 65,000 - 78,000; Full time

Job summary

An established industry player is seeking a Systems Support Professional to join their dynamic team in Toronto. This entry-level role is crucial for delivering exceptional customer service and technical support, ensuring that all service tickets are processed efficiently. The ideal candidate will possess strong communication skills and the ability to multitask effectively. In this role, you will support desktop and laptop hardware, troubleshoot network connectivity, and provide guidance on various IT solutions. Join a forward-thinking company where your contributions will make a significant impact in the IT services sector.

Qualifications

• Strong technical knowledge to support desktop/laptop hardware and software.
• Experience with ticketing systems like ServiceNow for tracking issues.
• Ability to provide mentorship to junior support engineers.

Responsibilities

• Process service tickets and maintain ownership throughout incidents.
• Provide technical guidance to end users and troubleshoot issues.
• Document activities and ensure accurate resolution notes for tickets.

Skills

Desktop/Laptop Hardware Support

Network Connectivity Troubleshooting

Active Directory

Office 365 Administration

Mobile Device Support

Customer Service Skills

Education

Technical Diploma in IT

Relevant Certifications (e.g., CompTIA A+)

Tools

ServiceNow

Solarwinds NCentral

Intune

Job description

Join to apply for the Systems Support Professional- Tier 1.5 role at Jolera

Join to apply for the Systems Support Professional- Tier 1.5 role at Jolera

The Systems Support Professional (Tier 1.5)

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.

This is an in-office job. You will be required to be in the office at our Toronto HQ daily.

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/Field Services 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 onsite 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.
• This position requires some overtime/on call hours and carrying a mobile phone.
• 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.
• Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
  
  
  

Who You Are

• Technical knowledge and ability to support desktop/laptop hardware and software
• Technical knowledge and ability to support printing devices (Printers, MFPs, Scanners)
• Ability to support mobile devices hardware and applications (iPhone, Android)
• Technical knowledge and experience to support and troubleshoot network connectivity issues.
• Provide day-to-day engineering support for multiple messaging and collaboration technologies such as Active Directory, Exchange Online, Microsoft Teams, Voice, SharePoint Online and other Office 365 workloads.
• Strong knowledge in asset management (Solarwinds NCentral.)
• Technical knowledge using and supporting Office 365 administration.
• Mobile device Enrollment for Company mail setup and activation via Intune
• Provide senior level support of the M365 environment, services and users including Global administration, configuration, security and privacy, account management, change management, capacity planning and licensing.
• Provide mentorship and guidance to junior support engineers and assist in their professional development.
• Develop custom scripts and automation solutions to address unique or complex requirements within the Office 365 environment.
• PC hardware installation & troubleshooting
  
  
  

Assets

• CITRIX and FortiGate FW knowledge is a valuable asset.
• Basic working knowledge of Linux and Unix.
• Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
• Hands on experience with print publishing software.
• Experience in time critical manufacturing/production environments.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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