What You Will Do The Bilingual 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.- Provide remote service assistance through the use of various web-based remote support tools when necessary.- Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).- Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal 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.- Actively monitor all customer systems and services and respond to device-down scenarios.- Develop knowledge of multiple systems and processes in order to troubleshoot problems.- Perform server updates and reboots during customer-designated service windows.- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.- Monitor, record and troubleshoot customer backup status if necessary.- Work on night shift.- Follow all other processes and quality standards as assigned by the Service Desk Manager.

Qualifications- College diploma or equivalent.- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware v Sphere, Citrix Xenserver, etc.- Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).- 3‐5 years of previous support experience working in a technology / systems department directly supporting customers.- Fluent in English and Spanish (mandatory).- Strong written and communication skills; strong interpersonal skills.- Strong organizational and planning skills.- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.- Strong overall communication skills and can make a significant contribution to Jolera’s success.- Ability to provide generalized end‐user training.- Ability to communicate technical concepts and issues to non‐technical individuals.- Demonstrated technical learning and understanding competency.