{"id":3105367,"url":"https://alion.io/job/jolera-systems-support-professional-2","title":"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":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":14000,"max":16800,"currency":"EUR","period":"year","gross":null,"usd_annual":18844},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-22T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-22T00:00:00Z","board_verified":false,"closed_at":null,"days_open":10,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":10},"description":"Who We Are\nJolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clents. 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.\nThis is an in-office opportunity in São Miguel, Açores.\nWho You Are \nThe 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. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position.\nWhat You Will Do \nThe 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.\nThe incumbent will demonstrate confident and appropriate communication skills both verbally and electronically.\nThey have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.\nProvide remote service assistance through the use of various web-based remote support tools when necessary.\nReceive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).\nProcess service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.\nMaintain service ticket ownership throughout the life of the support incident.\nEscalate high-profile issues to the Service Desk Manager for appropriate handling and routing.\nActively monitor all customer systems and services and respond to device-down scenarios.\nDevelop knowledge of multiple systems and processes in order to troubleshoot problems.\nPerform server updates and reboots during customer-designated service windows.\nReact to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.\nMonitor, record, and troubleshoot customer backup status if necessary.\nFollow all other processes and quality standards as assigned by the Service Desk Manager.\nQualifications\nCollege diploma or equivalent.\n3‐5 years of previous support experience working in a technology / systems department directly supporting customers. Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.\nStrong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).\nBasic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.\nBasic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).\nCurrent industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.\nFluent in English (mandatory).\nStrong written and communication skills; strong interpersonal skills.\nStrong organizational and planning skills.\nAbility to assume responsibility for multiple concurrent issues, applying appropriate prioritization.\nStrong overall communication skills and can make a significant contribution to Jolera’s success.\nAbility to provide generalized end‐user training.\nAbility to communicate technical concepts and issues to non‐technical individuals.\nDemonstrated technical learning and understanding competency.\nWhat We Offer \nCompetitive compensation package & benefits package\nCompany events, recognitions, and celebrations\nCareer development and growth opportunity.\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. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.","description_format":"text","description_chars":5040,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Company events"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-22T18:56:05Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.795,"p_room":1,"age_days":9,"expected_fill_days":30,"reasons":["seen:9","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":18844,"is_top_pay":false},"html_url":"https://alion.io/job/jolera-systems-support-professional-2","json_url":"https://alion.io/job/jolera-systems-support-professional-2.json","meta":{"generated_at":"2026-11-01T04:13:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6540,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4374676},"rest":"https://alion.io/mcp/rest/get_company?id=4374676"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjolera-systems-support-professional-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjolera-systems-support-professional-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjolera-systems-support-professional-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jolera-systems-support-professional-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjolera-systems-support-professional-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3105367}},{"tool":"search_jobs","arguments":{"company":"jolera.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3105367},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}