Who We Are Jolera 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
Job Type: Contract