{"id":3928744,"url":"https://alion.io/job/jolera-systems-support-professional-3","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":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Porto, Portugal"],"countries":["PT"],"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":"Hyper-V","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Red Hat","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-11-09T02:54:58Z","board_verified":true,"closed_at":null,"days_open":69,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":69},"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.\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. 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.\nProvide onsite 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.\nWork on night shift.\nFollow all other processes and quality standards as assigned by the Service Desk Manager.\nRequirements\nWho You Are\n Qualifications\nInstallation and maintenance of hardware (desktops, laptops, printers, peripherals)\nNetwork configuration and troubleshooting (TCP/IP, Wi-Fi, LAN/WAN)\nSupport for operating systems (Windows, macOS, Linux)\nKnowledge of structured cabling, racks, and physical infrastructure\nUse of diagnostic tools and testing equipment\nTicket management and service documentation\nBasic information security and field best practices\nAbility to read and interpret technical manuals\nCollege diploma or equivalent.\nCurrent industry-relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.\nStrong 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.).\n3-5 years of previous support experience working in a technology / systems department directly supporting customers.\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\nBenefits\n What We Offer\nCompetitive compensation package & benefits package\nCompany Perks, and various brand discounts\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. 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Docs: https://alion.io/developers"}}