Sr Systems Support Professional T3 Remote
Sr Systems Support Professional T3 Remote
Posted on :
20-07-2022
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1 Vacancy
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Job Description
Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. Jolera headquarters are in Toronto and we have offices all across Canada.
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. Jolera headquarters are in Toronto and we have offices all across Canada.
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.
Who You Are
The Senior Systems Support Professional – Tier 3 is a critical position in the Jolera support model and is key to delivering best-in-class resolutions for our customers and their employees and/or members. The incumbent will 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.
What You’ll Do
- Perform deployments of new firewalls and management/support of deployed firewalls.
- Design, implement, and supports network infrastructure including firewalls, security event management, and security-related software solutions.
- Troubleshoots network problems and recommends corrective actions.
- Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
- Follows documented network/IT processes and procedures, reviews existing business processes, and works to improve systems operations.
- Escalate high-profile issues and/or tickets to the appropriate Enterprise Architect team for appropriate handling and routing.
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Actively monitor Jolera’s customer systems and services via Jolera monitoring systems.
- Ensure all customer requests are handled, documented, and escalated during Queue shifts as scheduled/directed.
- Follow all other processes and quality standards as directed.
Who You Are
- 5+ years experience with deploying and supporting Fortinet Security Solutions.
- Experience and knowledge of network monitoring/management technologies.
- SNMP, Netflow, Syslog, monitoring applications, etc.
- 3+ years of experience with network security technologies, advanced configuration, and best practices with Fortinet Security Devices.
- 5+ years of configuration experience on network and security equipment.
- Configuration experience and strong understanding of core networking technologies.
- Possess the knowledge to be responsible to work on and/or assist with more complex implementations and/or problem resolution.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Generalized end-user training.
- Ability to use good judgment and decision-making skills.
- Understands the concepts of team building and can apply them.
- Ability to communicate technical concepts and issues to non-technical individuals.
- Demonstrated technical leadership.
Languages
- Very Strong English.
- French would be an asset.
What We Offer
- Competitive compensation package
- Young and dynamic corporate culture
- Competitive benefits package
- Company Perks, Good Life gym, and various brand discounts
- Opportunity to advance skills through technical certifications and internal training programs.
Employment Type
Remote
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