# Systems Support Professional Trainee

> Jolera · Lagoa, Portugal · Other · Posted 2026-10-27

**Workplace:** on_site

**Department:** Service Delivery

## Description

**Job Purpose:**

The Systems Support Professional serves as the frontline ambassador of Jolera, playing an essential role in delivering best-in-class technical resolutions to our customers and their employees or members. This position is essential to ensure a seamless support experience, marked by responsiveness, expertise, and a commitment to service excellence.

**Key Responsibilities:**

-   Provide expert advice and technical support to end users across various platforms and devices.

-   Identify, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption.
-   Collaborate with escalation teams to verify and diagnose server, network, and infrastructure-related problems.
-   Respond promptly to onsite outage scenarios, ensuring swift resolution and communication.
-   Lead technical discussions with non-technical end users, translating complex concepts into clear, actionable guidance.
-   Process incoming service tickets and assign them to the appropriate support channels as needed.
-   Maintain ownership of service tickets throughout the entire lifecycle of the support incident.
-   Accurately document all problems, incidents, and changes in the ticketing system, including detailed resolution notes.
-   Escalate critical or high-impact issues to Service Desk Team Leads for appropriate prioritization and routing.

## Requirements

**Technical Skills:**

-   Comprehensive expertise in endpoint operating systems, including Windows OS, macOS, iOS, and Android.
-   Proficient in client-side productivity and enterprise tools, such as Microsoft Office 365, Google Workspace, Active Directory, Citrix, networked printers, and remote support platforms.
-   Advanced troubleshooting capabilities across a wide range of user devices - workstations, laptops, smartphones, and peripherals - ensuring swift and effective issue resolution.

**Soft Skills:**

-   Problem-solving
-   Communication
-   Team collaboration
-   Time management

## Apply

[Apply at Jolera](https://apply.workable.com/jolera/j/DF96BCEF54/apply)

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