# Systems Support Professional Trainee

**Company:** [Jolera](https://jobs.workable.com/companies/wSgWxpW31Ug6WFjZAnZpdu.md)
**Location:** Lagoa, Portugal
**Workplace:** on site
**Employment type:** Other
**Department:** Service Delivery

[Apply for this job](https://jobs.workable.com/view/8d8a4ed2-c043-45a2-b425-0ffd0ec49b13)

## Description

**Job Purpose:**

The Systems Support Professional serves as the frontline ambassador of Jolera, playing an essential role in delivering best-in-class technical resolutions to our customers and their employees or members. This position is essential to ensure a seamless support experience, marked by responsiveness, expertise, and a commitment to service excellence.

**Key Responsibilities:**

-   Provide expert advice and technical support to end users across various platforms and devices.

-   Identify, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption.
-   Collaborate with escalation teams to verify and diagnose server, network, and infrastructure-related problems.
-   Respond promptly to onsite outage scenarios, ensuring swift resolution and communication.
-   Lead technical discussions with non-technical end users, translating complex concepts into clear, actionable guidance.
-   Process incoming service tickets and assign them to the appropriate support channels as needed.
-   Maintain ownership of service tickets throughout the entire lifecycle of the support incident.
-   Accurately document all problems, incidents, and changes in the ticketing system, including detailed resolution notes.
-   Escalate critical or high-impact issues to Service Desk Team Leads for appropriate prioritization and routing.

## Requirements

**Technical Skills:**

-   Comprehensive expertise in endpoint operating systems, including Windows OS, macOS, iOS, and Android.
-   Proficient in client-side productivity and enterprise tools, such as Microsoft Office 365, Google Workspace, Active Directory, Citrix, networked printers, and remote support platforms.
-   Advanced troubleshooting capabilities across a wide range of user devices - workstations, laptops, smartphones, and peripherals - ensuring swift and effective issue resolution.

**Soft Skills:**

-   Problem-solving
-   Communication
-   Team collaboration
-   Time management