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.
Jolera headquarters are in Toronto and we have offices all across Canada.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.Who You AreThe Senior Systems Support Professional 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 verbal and electronically.
They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.
The Senior Systems Support Professional role will have a primary focus on troubleshooting, configuring and managing network devices that are already in production.Qualifications:- Post-Secondary degree or diploma.- 5+ years of working in a support services environment working with technology/systems department directly supporting customers- Demonstrated strong working knowledge of networking technologies and business applications.- Demonstrated working knowledge of modern firewall technologies.- Work within a team environment on assigned tickets as it relates to networking issues- This role will require strong communication skills as it does involve client communications- Provide escalation support to the operations team in support of daily operations- Barracuda Firewalls and Barracuda Control Center- Tina Tunnel- Client to site and Site to Site tunnel- Palo Alto, FortiGate- Azure Firewall- Cisco/Meraki Switch and Access Points- MR33- Office365 and Active Directory- NPS and LDAPOptional nice to have skills:- Barracuda Backup & Email Security- Veeam BackupWhat You'll Do- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.- Provides support of deployed network devices.- 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 management 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.- 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.- Follow all other processes and quality standards as directed.