{"id":3928732,"url":"https://alion.io/job/jolera-senior-systems-support-professional","title":"Senior Systems Support Professional","company":{"id":4374676,"name":"Jolera","domain":"jolera.com","url":"https://alion.io/company/jolera","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Crowdstrike","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Linux","optional":false},{"name":"SentinelOne","optional":false},{"name":"Sophos","optional":false},{"name":"VMWare","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-10T14:31:46Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Who We Are\nJolera 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.\nWe’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.\nWho You Are\nThe 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.\nCandidates based in Toronto or the GTA are expected to work on-site and attend the office as required by the role.\nResponsibilities:\nResolve 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.\nDeploy, manage, and support firewalls and core IT infrastructure, including switches, servers, hypervisors, and storage systems, performing deep diagnostics to ensure stability, security, and performance.\nHandle escalations to vendors or internal Enterprise Architects as required, following defined processes to ensure efficient issue resolution and proper routing of high-priority incidents.\nManage core services such as Active Directory, DNS, DHCP, Group Policy, and identity integrations, while recommending upgrades and improvements for enhanced system performance.\nMentor Tier 1 technicians by reviewing escalations, providing feedback, and fostering knowledge sharing across the team, while assisting in end-user training when needed.\nDocument 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.\nCommunicate 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.\nMonitor and maintain client systems proactively, performing RFC-approved changes, documenting outcomes, and ensuring portals and backup logs are consistently updated as per schedule.\nRequirements\nQualifications\nPost-Secondary degree or diploma.\n4+ years of previous field engineer experience working in a technology/systems department directly supporting customers.\nDemonstrated strong working knowledge of networking technologies and business applications.\nStrong written and communication skills.\nStrong interpersonal skills.\nStrong organizational and planning skills.\nAbility to assume responsibility for multiple concurrent issues, applying appropriate prioritization.\nAbility to work well with people from many different disciplines with varying technical abilities.\nHigh attention to detail.\nStrong documentation skills.\nSkills & Tools Commonly Used:\nRMM/PSA platforms (e.g., ConnectWise, Datto, Autotask)\nMicrosoft 365, Azure AD, Exchange Online\nWindows Server, Linux, VMware, Hyper-V\nNetworking: firewalls (Fortinet, Barracuda, Palo Alto), switches, VLANs, VPNs\nSecurity tools: SentinelOne CrowdStrike, Sophos, Bitdefender\nBackup and disaster recovery: Veeam, Datto\nBenefits\nCompetitive compensation package\nCompetitive benefits package\nCompany Perks, Good Life gym, and various brand discounts\nCompany events, recognitions, and celebrations\nCareer development and growth opportunities\nAt Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. 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