Systems Support Professional

What You Will Do

The Systems Support Professional represents the front end of Jolera and 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 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.

• Provide remote service assistance through the use of various web-based remote support tools
  when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance
  with each client’s Service Level Agreement (SLA).
• Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific
  internal service resources, as necessary.
• Maintain service ticket ownership throughout the life of the support incident.
• Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
• Actively monitor all customer systems and services and respond to device-down scenarios.
• 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.
• Monitor, record, and troubleshoot customer backup status if necessary.
• Follow all other processes and quality standards as assigned by the Service Desk Manager.