Role overview

Who We Are

Jolera 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.

We’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.

What You'll Do

In this role you will be based out of a client’s office, you’ll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, peripherals, networking equipment and servers. You will also configure devices, manage inventory, update documentation, and provide superior customer care to “wow” our clients.

You’ll have hands-on experience working with Windows 7/8/10/11, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365 and more. You will also have experience with troubleshooting/repairing workstations as well as deploying networking equipment and servers.

This position will require the candidate to carry a mobile phone as well as occasional scheduled afterhours work. Some overtime may be required in this position. A personal and reliable vehicle is mandatory for this role.

Requirements

Workstation setups, installing, configuring hardware and software, and replacing firewalls and storage devices as needed
Troubleshoot technical/networking issues, diagnosing and resolving faults and errors
Project work: Site assessments, hardware deployments (servers/firewalls/switches/APs), supporting rollouts of new applications and reviewing/performing basic cabling requirements (patching/terminating)
Performs IMAC (Install, Move, Add and Changes)
Documentation creating for new processes and reviewing current documentation to ensure info on file is accurate and current
Network printer setup, configuration, installation of hardware and software
Responsible for the use of the ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes and time entries for each ticket.
Identify and escalate production critical issues to the appropriate groups in a timely manner
Provide advice and technical guidance to end users and technical resources as the situation warrants.
Comply with internal controls and policies as applicable.
Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff
Perform data backup and recovery at a user level, as required.

Qualifications

Relevant Degree/Diploma or equivalent industry certificates from hardware (CompTIA A+) to networking (CompTIA Network+, Cisco or other) a must
3-5 years experience in a technical field services role required
Experience in customer service and help desk environment recommended.
Vehicle and valid driver’s license is required
Ability to speak to customers to quickly get to the root of the issue and providing timely feedback to the client
Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
Strong knowledge of all Endpoint OS – Windows Operating Systems, OS X, iOS
Strong knowledge of common client‐side productivity application suites (Office 365 for example)
Proven problem solving and analytical skills while onsite and working under pressure
Excellent attention to detail, goal-oriented and action-focused.
Ability to document processes accurately and accept feedback.
Strong ability to work within a team environment and ability to work independently
Strong verbal and written communication skills with peers, clients, and other vendors
Ability to make sound judgement calls and escalate to senior resources when needed
Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Experience with using Endpoint management solutions such as Intune/Autopilot as well as current Anti-Virus solutions
Reliable access to personal transportation is a requirement

Benefits

What We Offer

Competitive compensation package & benefits package
Company Perks, and various brand discounts
Company events, recognitions, and celebrations
Career development and growth opportunity.

At 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