Systems Support Professional Trainee

Job Purpose: The Systems Support Professional serves as the frontline ambassador of Jolera, playing an essential role in delivering best-in-class technical resolutions to our customers and their employees or members. This position is essential to ensure a seamless support experience, marked by responsiveness, expertise, and a commitment to service excellence.

Key Responsibilities

Provide expert advice and technical support to end users across various platforms and devices. Identify, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption. Collaborate with escalation teams to verify and diagnose server, network, and infrastructure-related problems. Respond promptly to onsite outage scenarios, ensuring swift resolution and communication.

Lead technical discussions with non-technical end users, translating complex concepts into clear, actionable guidance. Process incoming service tickets and assign them to the appropriate support channels as needed. Maintain ownership of service tickets throughout the entire lifecycle of the support incident. Accurately document all problems, incidents, and changes in the ticketing system, including detailed resolution notes.

Escalate critical or high-impact issues to Service Desk Team Leads for appropriate prioritization and routing.

Requirements

Comprehensive expertise in endpoint operating systems, including Windows OS, macOS, iOS, and Android. Proficient in client-side productivity and enterprise tools, such as Microsoft Office 365, Google Workspace, Active Directory, Citrix, networked printers, and remote support platforms. Advanced troubleshooting capabilities across a wide range of user devices - workstations, laptops, smartphones, and peripherals - ensuring swift and effective issue resolution.

Soft Skills: Problem-solving Communication Team collaboration Time management