Portugal
Movilges
Jolera
Systems Support Professional Trainee
Portugal
Lagoa, Portugal
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.
Technical Skills
- 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
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