WHO WE ARE:

Jolera stands as a distinguished multinational Global Systems Integrator (GSI), a vanguard in delivering comprehensive and bespoke IT solutions to a diverse clientele, encompassing both direct customers and channel partners across the globe. We are driven by a commitment to excellence, leveraging a team of over 550 highly skilled professionals to design, implement, and manage technology systems that are not only effective and competitive but also scalable and value driven. Our comprehensive suite of services includes the creation of customized technology solutions tailored to specific business needs, in-depth IT assessments and strategic planning, meticulous IT device and infrastructure management, robust data backup and recovery solutions, seamless cloud and on-premise migrations, enterprise-grade security services, and round-the-clock, 24/7/365 quad-lingual end-user support. At Jolera, we believe in empowering organizations worldwide with innovative and reliable IT solutions, and we invite you to join us in this mission.

• Process service tickets and assign them to appropriate service resources, as necessary.
• Maintain service ticket ownership throughout the life of the support incident.
• Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
• React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
• Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location.
• Install, configure, and diagnose client workstations and equipment.
• Conduct onsite problem determination and analysis.
• Provide advice and technical guidance to end users and technical resources as the situation warrants.
• Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
• Document in detail the activities carried out as well as the technical information collected.
• Maintenance of network printer devices.
• Assist with account management activities.
• Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
• Identify and escalate production critical issues to the appropriate groups.
• Perform data backup and recovery at a user level, as required.
• Comply with internal controls and policies as applicable.
• This position requires some overtime/on call hours and carrying a mobile phone.
• Ability to make sound judgment calls and escalate to senior resources when needed.
• Able to lead conversations of a technical nature with end users who may not have any technical expertise.
• Physically capable of lifting and carrying packaged computers, monitors, and other equipment.