Senior Systems Support Professional - Tier 2&3 Porto

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

The Systems Support Professional represents the front end of Jolera and is key to delivering
-
- 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.

Responsibilities

1. Provide remote service assistance using various remote support tools as necessary.
2. Respond to service requests via telephone and email in accordance with each client's Service Level Agreement (SLA).
3. Process service tickets and assign them to appropriate Jolera onsite technicians or internal resources.
4. Maintain ownership of service tickets throughout the incident lifecycle.
5. Escalate issues to the Service Desk Manager for appropriate handling and routing.
6. Monitor customer systems and respond to downtime scenarios.
7. Develop knowledge of multiple systems to troubleshoot problems.
8. Perform server updates and reboots during designated windows.
9. React to onsite outage scenarios as necessary.
10. Monitor and troubleshoot customer backup status.
11. Manage inventory levels of equipment and accessories.
12. Record equipment inflows and outflows systematically.
13. Ensure equipment availability and place replenishment orders as needed.
14. Conduct periodic inventories to prevent discrepancies.
15. Set up and prepare hardware according to user requirements.
16. Coordinate equipment handover and maintain records.
17. Update equipment status regularly.
18. Follow all processes and standards set by the Service Desk Manager.

Qualifications

1. College diploma or equivalent.
2. 3-5 years of support experience in a technology/support environment.
3. Strong troubleshooting skills for OS, antivirus, malware, active directory, printers, mobile devices, etc.
4. Proficiency with Microsoft Office Suite, Outlook-Exchange, Adobe Acrobat, etc.
5. Basic knowledge of Exchange Server, WSUS, Hyper-V, VMware v
   Sphere, Citrix Xen
   Server, etc.
6. Understanding of computer hardware and software interactions.
7. Fluent in English with strong communication skills.
8. Excellent organizational and planning skills.
9. Ability to manage multiple issues with appropriate prioritization.
10. Capability to provide user training and communicate technical concepts effectively.
11. Demonstrated technical learning and competency.

What We Offer

• Competitive compensation and benefits.
• Company perks and discounts.
• Company events, recognitions, and celebrations.
• Career development opportunities.

At Jolera, we are committed to creating a diverse, equal, and inclusive environment. We aim to attract and retain the best talent while embracing diversity in all forms. We value and respect differences in ethnicity, gender, age, religion, identity, disability, or any other characteristic protected by law.