Senior Systems Support Professional

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 troubleshooting, configuring and managing network devices that are already in production.

Responsibilities:

- Ensure all assigned requests are responded to and dealt with as per Company and customer standards.

- Provides support of deployed network devices.

- 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 company and client processes.

- Escalate high profile issues to the management 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.

- 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.

- Follow all other processes and quality standards as directed.