Systems Support Specialist Trainee

Jolera

Lagoa

On-site

EUR 26,000 - 38,000

Full time

7 days ago

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Job summary

Jolera is seeking a Systems Support Professional to act as the frontline ambassador for delivering top-tier technical resolutions to customers and their employees or members. You will provide expert advice across Windows, macOS, iOS, Android, Office 365, Google Workspace, and more, troubleshoot devices, document incidents, and coordinate with escalation teams to restore normal service swiftly.

In this role you will own tickets from start to finish, translating technical concepts for

Qualifications

Expertise across Windows, macOS, iOS, and Android.
Proficient with Office 365, Google Workspace, Active Directory, and Citrix.
Able to troubleshoot a wide range of user devices and peripherals.

Responsibilities

Provide expert advice and technical support to end users across various platforms and devices.
Identify, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption.
Collaborate with escalation teams to verify and diagnose server, network, and infrastructure-related problems.
Respond promptly to onsite outage scenarios, ensuring swift resolution and communication.
Lead technical discussions with non-technical end users, translating complex concepts into clear, actionable guidance.
Process incoming service tickets and assign them to the appropriate support channels as needed.
Maintain ownership of service tickets throughout the entire lifecycle of the support incident.
Escalate critical or high-impact issues to Service Desk Team Leads for appropriate prioritization and routing.
Accurately document all problems, incidents, and changes in the ticketing system, including detailed resolution notes.