Senior Systems Support Professional - Tier 2&3 - Porto

Senior Systems Support Professional - Tier 2&3
Porto
Porto, Porto District, Portugal

Senior Systems Support Professional - Tier 2&3, Porto

Location: Porto, Portugal

Job Category: Other

EU work permit required: Yes

Job Description:

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
- 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
- specific internal service resources, as necessary.
Maintain service ticket ownership throughout the life of the support incident.
Escalate
- profile issues to the Service Desk Manager for appropriate handling and routing.
Actively monitor all customer systems and services and respond to
- down scenarios.
Develop knowledge of multiple systems and processes in order to troubleshoot problems.
Perform server updates and reboots during
- 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.
Monitor and control inventory levels of equipment and accessories.
Record equipment inflows and outflows accurately and systematically.
Ensure sufficient equipment is available to meet team needs.
Place replenishment orders when necessary and track delivery timelines.
Conduct periodic inventories to prevent losses or discrepancies.
Set up and prepare computers, mobile devices, and other equipment according to user requirements.
Coordinate equipment handover on the employee’s first day, while maintaining an
-
- date record of assigned equipment for each employee.
Update equipment status (in use, returned, damaged, replaced, etc. ).
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 v
Sphere, Citrix Xenserver, etc.
Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc. ).
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.