IT Specialist

Job content

Jolera offers MSPs & IT solution providers next-generation managed services enabling them to create world-class experiences for their clients. We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed. Our partners receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
We know that IT solutions require more than just technology – they need skilled people behind them. That is why we assembled a great team of experts to support our operations. Our people are focused, client driven and passionate about connecting users with technology.
About the role
Reporting to the Manager Technical Operations, in this role, you will be providing split support to the Platform Services (80%) as well as the Field Services Team (20%).
While supporting the Platform Services, you will be working with multiple teams using various web-based remote support tools when necessary. While servicing the Field Services Team, you will also be interacting with our clients and users at various locations across the city and remote locations in Canada. At sometimes, travel will be required.
Description:

Develop & Maintain Subject Matter Expertise of JAMF/macOS/iOS/Windows/Mobility products and to respond to and troubleshoot ervice requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).
Responsible for the overall administration of the desktop, laptop, and peripherals remote and local
Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary, with experience in ServiceNow and/or ConnectWise
Conduct on-site problem determination and analysis where required.
Maintain service ticket ownership throughout the life of the support incident.
Escalate high profile issues to the Service Desk Manager/Field Services Manager/Technical Operations Manager for appropriate handling and routing.
Actively monitor all customer systems and services and respond to device-down scenarios.
Go on site to support customers or projects that can’t be performed remotely as well as routine maintenance.
Develop knowledge of multiple systems and processes in order to troubleshoot problems.
Perform server updates and reboots during customer-designated service windows.
React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager/Technical Operations Manager
Monitor, record and troubleshoot customer backup status if necessary.
Work rotating shifts as scheduled by the Service Desk Manager.
Follow all other processes and quality standards as assigned by the Service Desk Manager/Field Services Manager/Technical Operations Manager.

Job Qualifications:

3‐5 years’ experience in a Technical Support / Specialist role
College diploma or equivalent.
Hands on experience and ability to troubleshoot issues related to Enterprise Mobility & Endpoint Management Experience with Windows, Android, iOS, and macOS, with Strong knowledge of JAMF products, features, and MDM (Jamf & Microsoft Intune preferred
Intermediate working knowledge of server‐side applications and technologies, including (but not limited to) SCOM, SCCM, Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
Hands on experience and ability to troubleshoot issues related to Operating Systems, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc
Current industry‐relevant certifications (Microsoft, Apple, JAMF, Cisco, VMware, Citrix, Red Hat, etc.) is an asset.
Strong knowledge of common client‐side productivity application suites (Microsoft M365, Outlook‐Exchange environments, Adobe Acrobat, etc.)
Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.)
Strong written and communication skills; strong interpersonal skills.
Strong organizational and planning skills.
Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.

Assets:

Hands-on Experience with print publishing software
Basic working knowledge of Linux and Unix
Basic working knowledge of EDR/XDR platforms and VMaaS (Vulnerability Management as a Service) such as Sentinel One, Netskope, Cyberarc

Full driver’s license, access to a vehicle and/or public transportation
French an asset

Job Type: Full-time