Systems Support Professional - Tier 1

Jolera; Portugal; Remote; EUR 18,000 - 26,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Career development

Job summary

Jolera in Portugal seeks a Systems Support Professional to deliver front-line support for customers, troubleshoot diverse devices, and perform routine server tasks. You will configure devices, manage inventory, and document processes to maintain service quality.

The role requires knowledge of Windows/macOS/iOS, AD, DHCP/DNS, VMware, Office 365, and related technologies, with occasional overtime for 24x7 support.

Qualifications

• 3-5 years of support experience in a tech/systems environment.
• Strong knowledge of OS, antivirus, malware, software installs, AD, printers, mobile device activation.
• Experience with Microsoft Office Suite and Outlook-Exchange environments.
• Basic knowledge of server-side apps (Exchange Server, WSUS, Hyper-V, VMware) and hardware/software interactions.

Responsibilities

• Provide remote service assistance using web-based tools.
• Receive and respond to service requests via phone and email per SLA.
• Process service tickets and assign to Jolera technicians or internal resources.
• Maintain ticket ownership through the incident lifecycle.
• Escalate high-profile issues to Service Desk Manager.
• Monitor customer systems and respond to device-down scenarios.
• Perform server updates and reboots during designated windows.
• React to onsite outages as needed.
• Follow all processes and quality standards.

Skills

Fluent in English

Strong communication skills

Prioritization & multitasking

Customer service focus

Troubleshooting skills

Education

College diploma or equivalent

Tools

Windows Server

Active Directory

DHCP/DNS

VMware vSphere

Office 365

Citrix Xenserver

Job description

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clents.

Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

This role requires flexibility in working hours, including rotating shifts, nights, weekends, and public holidays, to support a 24×7×365 operational environment.

Who You Are

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. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You'll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position.

What You Will Do

• 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.
• Provide remote service assistance through the use of various web-based remote support tools when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).
• Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal 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.
• Actively monitor all customer systems and services and respond to device-down scenarios.
• Develop knowledge of multiple systems and processes in order to troubleshoot problems.
• Perform server updates and reboots during customer-designated service windows.
• React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
• Monitor, record, and troubleshoot customer backup status if necessary.
• Follow all other processes and quality standards as assigned by the Service Desk Manager.

Qualifications

• College diploma or equivalent.
• 3-5 years of previous support experience working in a technology / systems department directly supporting customers. Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
• Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Outlook-Exchange environments, Adobe Acrobat, etc.).
• Basic working knowledge of server-side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper-V, VMware vSphere, Citrix Xenserver, etc.
• Basic working knowledge of pro-consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).
• Current industry-relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
• Fluent in English (mandatory).
• Strong written and communication skills; strong interpersonal skills.
• Strong organizational and planning skills.
• Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
• Strong overall communication skills and can make a significant contribution to Jolera's success.
• Ability to provide generalized end-user training.
• Ability to communicate technical concepts and issues to non-technical individuals.
• Demonstrated technical learning and understanding competency.

What We Offer

• Competitive compensation package & benefits package
• Company events, recognitions, and celebrations

• Career development and growth opportunity.

At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law