Bilingual Senior Systems Support Professional

<p><strong><u>Who We Are<br/></u></strong>Jolera offers MSPs &amp; 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. Jolera headquarters are in Toronto and we have offices all across Canada.</p><p>We’ve helped transform hundreds of MSPs &amp; 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.</p><br/><p><strong><u>Who You Are</u></strong></p><p>The Bilingual 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 troubleshooting, configuring and managing network devices that are already in production.</p><p><br/></p><p><strong><u>Qualifications</u></strong>:</p><p>- Post-Secondary degree or diploma.</p><p>- 5+ years of working in a support services environment working with technology/systems department directly supporting customers</p>- Proficiency in English and Deutsche (mandatory)<p>- Demonstrated strong working knowledge of networking technologies and business applications.</p><p>- Demonstrated working knowledge of modern firewall technologies.</p><p>- Work within a team environment on assigned tickets as it relates to networking issues</p><p>- This role will require strong communication skills as it does involve client communications</p><p>- Provide escalation support to the operations team in support of daily operations</p><p>- Barracuda Firewalls and Barracuda Control Center</p><p>- Tina Tunnel</p><p>- Client to site and Site to Site tunnel</p><p>- Palo Alto, FortiGate</p><p>- Azure Firewall</p><p>- Cisco/Meraki Switch and Access Points</p><p>- MR33</p><p>- Office365 and Active Directory</p><p>- NPS and LDAP</p><br/><p>Optional nice to have skills:</p><p>- Barracuda Backup &amp; Email Security</p><p>- Veeam Backup</p><p><br/></p><p><strong><u>What You'll Do</u></strong></p><p>- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.</p><p>- Provides support of deployed network devices.</p><p>- Using personal/team knowledge and the customer’s engagement model, they will ensure all reasonable attempts to process and close requests directly and as per SLA.</p><p>- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.</p><p>- Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.</p><p>- Escalate high profile issues to the management team for appropriate handling and routing.</p><p>- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.</p><p>- Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.</p><p>- Perform RFC approved systems modifications and reboots.</p><p>- Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.</p><p>- Follow all other processes and quality standards as directed.</p>