# Systems Support Professional

> Jolera · Porto, Portugal (Hybrid) · Full-time · Posted 2026-06-09

**Salary:** EUR 14,000–18,200

**Workplace:** hybrid

**Department:** Service Delivery

## Description

**What You Will Do**

The  **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 onsite 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**

Technical Skills

•          Installation and maintenance of hardware (desktops, laptops, printers, peripherals)

•          Network configuration and troubleshooting (TCP/IP, Wi-Fi, LAN/WAN)

•          Support for operating systems (Windows, macOS, Linux)

•          Knowledge of structured cabling, racks, and physical infrastructure

•          Use of diagnostic tools and testing equipment

•          Ticket management and service documentation

•          Basic information security and field best practices

•          Ability to read and interpret technical manuals

-   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 vSphere, 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.
-   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

## Apply

[Apply at Jolera](https://apply.workable.com/jolera/j/91AC00A45C/apply)

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