{"id":3928751,"url":"https://alion.io/job/jolera-systems-support-professional-4","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":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-06-08T00:00:00Z","employer_posted_date":"2026-06-08","last_verified_at":"2026-11-09T02:54:58Z","board_verified":true,"closed_at":null,"days_open":154,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":153},"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.\nThis is an in-office job.\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’ll Do\nProcess service tickets and assign them to appropriate 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.\nReact to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.\nResponsible for the overall administration of the desktop, laptop, and peripherals at a specific location.\nInstall, configure, and diagnose client workstations and equipment.\nConduct on-site problem determination and analysis.\nProvide advice and technical guidance to end users and technical resources as the situation warrants.\nVerify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.\nDocument in detail the activities carried out as well as the technical information collected.\nMaintenance of network printer devices.\nAssist with account management activities.\nResponsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.\nIdentify and escalate production critical issues to the appropriate groups.\nPerform data backup and recovery at a user level, as required.\nComply with internal controls and policies as applicable.\nResponsible for on-call/as-needed support for remote locations.\nAbility to make sound judgment calls and escalate to senior resources when needed.\nAble to lead conversations of a technical nature with end users who may not have any technical expertise.\nRequirements\nQualifications\n1-3 years experience in a technical support role.\nRelevant Degree/Diploma or equivalent.\nProven problem-solving and analytical skills.\nExcellent attention to detail.\nAbility to document processes and accept feedback.\nStrong ability to work within a team environment.\nExcellent communicator and personable.\nAbility to make sound judgment calls and escalate to senior resources when needed.\nAble to lead conversations of a technical nature with end users who may not have any technical expertise.\nSome knowledge of database technologies is an asset.\nStrong knowledge of all Endpoint OS - Windows Operating Systems, MacOS, iOS.\nStrong knowledge of common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).\nSomeone who thrives in a fast-paced, high-energy environment.\nAlways conducts with a poised and professional demeanor.\nAble to work collaboratively within a team.\n Assets\nIndustry certifications - Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.\nPrevious experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.\nHands-on Experience with print publishing software.\nExperience in time-critical manufacturing/production environments.\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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