Who You Are The Senior Systems Support Professional 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 verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera's managed firewall products.
Candidates based in Toronto or the GTA are expected to work on-site and attend the office as required by the role.Responsibilities:- Resolve complex technical issues escalated from Tier 1 and GIRC teams, including those related to servers, networks, cloud services, and security, while ensuring adherence to Jolera and client SLAs.
- Deploy, manage, and support firewalls and core IT infrastructure, including switches, servers, hypervisors, and storage systems, performing deep diagnostics to ensure stability, security, and performance.
- Handle escalations to vendors or internal Enterprise Architects as required, following defined processes to ensure efficient issue resolution and proper routing of high-priority incidents.
- Manage core services such as Active Directory, DNS, DHCP, Group Policy, and identity integrations, while recommending upgrades and improvements for enhanced system performance.
- Mentor Tier 1 technicians by reviewing escalations, providing feedback, and fostering knowledge sharing across the team, while assisting in end-user training when needed.
- Document systems, configurations, and processes thoroughly in Jolera's CS and CRM platforms, ensuring knowledge transfer and accurate tracking of all tickets, RFCs, and monitoring activities.
- Communicate technical concepts clearly to non-technical stakeholders, demonstrating team-building skills and professionalism in all client-facing interactions. (French, Spanish, or Portuguese) are an asset.
- Monitor and maintain client systems proactively, performing RFC-approved changes, documenting outcomes, and ensuring portals and backup logs are consistently updated as per schedule.
RequirementsQualifications- Post-Secondary degree or diploma.
- 4+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
- Demonstrated strong working knowledge of networking technologies and business applications.
- Strong written and communication skills.
- Strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Ability to work well with people from many different disciplines with varying technical abilities.
- High attention to detail.
- Strong documentation skills.
Skills & Tools Commonly Used:- RMM/PSA platforms (e.g., ConnectWise, Datto, Autotask)
- Microsoft 365, Azure AD, Exchange Online
- Windows Server, Linux, VMware, Hyper-V
- Networking: firewalls (Fortinet, Barracuda, Palo Alto), switches, VLANs, VPNs
- Security tools: SentinelOne CrowdStrike, Sophos, Bitdefender
- Backup and disaster recovery: Veeam, Datto
Benefits- Competitive compensation package
- Competitive benefits package
- Company Perks, Good Life gym, and various brand discounts
- Company events, recognitions, and celebrations
- Career development and growth opportunities
