Senior Systems Support Professional

This Company is one of the worlds largest and most successful privately-owned global IT Security and Solutions providers. As part of the team, you will be a member of a high performance, innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.
It is an organization that encourages and supports ongoing training and development.

Senior Systems Support Professional

Mission:

• Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
• Perform deployments of new firewalls and management/support of deployed firewalls.
• 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.
• Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on the Company and client processes.
• Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing.
• Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Company CS system.
• Actively monitor Jolera’s customer systems and services via Jolera monitoring systems.
• Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
• Perform RFC approved systems modifications and reboots.
• Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.
• Ensure customer portals are updated with systems documentation, RFC’s and backup logs, etc. as per schedule.
• Follow all other processes and quality standards as directed.