Senior Systems Support Professional - Tier 2 (Overnight) at Jolera

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.

Who You Are The 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 deployments and support of Jolera’s managed firewall products.

In this role, you are required to be in office daily.

Responsibilities:

• Resolve complex technical issues escalated from Tier 1 and GIRC teams, including those related to servers, networks, cloud services, and security, while ensuring adherence to Jolera and client SLAs.
• Deploy, manage, and support firewalls and core IT infrastructure, including switches, servers, hypervisors, and storage systems, performing deep diagnostics to ensure stability, security, and performance.
• Handle escalations to vendors or internal Enterprise Architects as required, following defined processes to ensure efficient issue resolution and proper routing of high-priority incidents.
• Manage core services such as Active Directory, DNS, DHCP, Group Policy, and identity integrations, while recommending upgrades and improvements for enhanced system performance.
• Mentor Tier 1 technicians by reviewing escalations, providing feedback, and fostering knowledge sharing across the team, while assisting in end-user training when needed.
• Document systems, configurations, and processes thoroughly in Jolera’s CS and CRM platforms, ensuring knowledge transfer and accurate tracking of all tickets, RFCs, and monitoring activities.
• Communicate technical concepts clearly to non-technical stakeholders, demonstrating team-building skills and professionalism in all client-facing interactions. (French, Spanish, or Portuguese) are an asset.
• Monitor and maintain client systems proactively, performing RFC-approved changes, documenting outcomes, and ensuring portals and backup logs are consistently updated as per schedule.
• Monitor and maintain client systems proactively, performing RFC-approved changes, documenting outcomes, and ensuring portals and backup logs are consistently updated as per schedule.
  
  
  

Qualifications

• Post-Secondary degree or diploma.
• 4+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
• Demonstrated strong working knowledge of networking technologies and business applications.
• Strong written and communication skills.
• Strong interpersonal skills.
• Strong organizational and planning 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.
• High attention to detail.
• Strong documentation skills.
  
  
  

Skills & Tools Commonly Used:

• RMM/PSA platforms (e.g., ConnectWise, Datto, Autotask)
• Microsoft 365, Azure AD, Exchange Online
• Windows Server, Linux, VMware, Hyper-V
• Networking: firewalls (Fortinet, Barracuda, Palo Alto), switches, VLANs, VPNs
• Security tools: SentinelOne CrowdStrike, Sophos, Bitdefender
• Backup and disaster recovery: Veeam, Datto
  
  
  

What We Offer

• Competitive compensation package
• Competitive benefits package
• Company Perks, Good Life gym, and various brand discounts
• Company events, recognitions, and celebrations
• Career development and growth opportunities