On-Site Systems Support Specialist

Jolera; Lagoa; On-site; EUR 18,000 - 28,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Career growth

Job summary

Jolera is seeking an in-office Systems Support Professional in Portugal to handle on-site IT support for Windows, macOS, iOS, and server environments. You will manage workstations, peripherals, and documentation while providing expert end-user guidance and troubleshooting.

You will process tickets, escalate issues, and maintain service quality in a fast-paced setting, collaborating with cross-functional teams and senior resources as needed.

Qualifications

• 1-3 years experience in a technical support role.
• Relevant Degree/Diploma or equivalent.
• Proven problem-solving and analytical skills.
• Excellent attention to detail.
• Ability to document processes and accept feedback.
• Strong ability to work within a team environment.
• Excellent communicator and personable.
• Ability to make sound judgment calls and elevate to senior resources when needed.
• Able to lead conversations of a technical nature with end users who may not have any technical expertise.
• Some knowledge of database technologies is an asset.
• Strong knowledge of all Endpoint OS - Windows Operating Systems, MacOS, iOS.
• Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).
• Someone who thrives in a fast-paced, high-energy environment.
• Always conducts with a poised and professional demeanor.
• Able to work collaboratively within a team.

Responsibilities

• 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.
• Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
• Install, configure, and diagnose client workstations and equipment.
• Conduct on-site 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 elevate 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.
• Responsible for on-call/as-needed support for remote locations.
• Ability to make sound judgment calls and elevate to senior resources when needed.
• Able to lead conversations of a technical nature with end users who may not have any technical expertise.

Skills

Technical troubleshooting

Customer service

Documentation

Team collaboration

Communication

Education

Relevant Degree/Diploma or equivalent

Tools

ServiceNow

ConnectWise

Active Directory

Office 365

Job description

Jolera is seeking an in-office Systems Support Professional in Portugal to handle on-site IT support for Windows, macOS, iOS, and server environments. You will manage workstations, peripherals, and documentation while providing expert end-user guidance and troubleshooting.

You will process tickets, escalate issues, and maintain service quality in a fast-paced setting, collaborating with cross-functional teams and senior resources as needed.