Who We AreJolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients.
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.What You'll Do-Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.-Audit deployments of new infrastructure items and management/support of these items.
This includes but is not limited to Servers, Virtual Servers, Switches, Firewalls and Access Points.-Audit customer Active Directory topology and access models to enhance security.-Provisioning and de-provisioning user changes.-Upgrades, patch management based on Security or other requirements.-Using personal/team knowledge and the customer's engagement model they will 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.-Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.-Escalate high-profile issues to the Enterprise Architect 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.-Deploy and actively monitor Jolera's customer systems and services via Jolera monitoring systems.-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.-Ensure customer portals are updated with systems documentation, RFCs and backup logs, etc.
as per the schedule.Who You Are-Post-Secondary degree or diploma.-2+ years of previous experience working in a technology/systems department directly supporting customers.-Work rotating shifts as scheduled by the department Manager.-Demonstrated working knowledge of modern server, switching and firewall technologies.-Demonstrated ability to perform systems discoveries, and plan implementations.-Strong written and communication skills.-Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.-Ability to work well with people from many different disciplines with varying technical abilities.-Strong understanding of multiple platforms, (Active Directory, Linux)Assets-Experience with NCentral-Regulatory Compliance Knowledge (SOX, FFIEC, and PCI)-Identity Management - Provisioning and Workflow processes-Access Management - Authentication and Entitlements-Data Security and Privacy - Database access-Experience with Role Base Access Controls-CompTIA A+-CompTIA Network+-LDAP Knowledge-PowerShell Knowledge What We Offer-Work remotely 2 days per week.-Competitive compensation package-Competitive benefits package-Company Perks, Good Life gym, and various brand discounts-Career development and growth opportunities