Bilingual Systems Support Professional - Jobs in Calgary, AB

Job Description

The Bilingual Systems Support Professional is a critical position in the Jolera support model 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 verbal and electronically. They can judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.What You'll DoReceive and respond to service requests for assistance via telephone and email in accordance with each client's Service Level Agreement (SLA).Provide remote service assistance through the use of various web-based remote support tools when necessary.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 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 rotating shifts as scheduled by the Service Desk Manager.Follow all other processes and quality standards as assigned by the Service Desk Manager.Who You AreCollege diploma or equivalent.3 to 5 Years of previous working experience in a similar field of technical support.French and English language technical communication competency is a requirement.Current industry?relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be a strong asset.Basic?to?intermediate working knowledge of client?level operating systems in a business network (Microsoft Active Directory Domain) environment.Basic?to?intermediate working knowledge of server?side applications and technologies, including (but not limited to) Microsoft Active Directory, Exchange Server, WSUS, Hyper V, VMware vSphere, Citrix Xenserver, etc.Basic?to?intermediate working knowledge of common client?side productivity application suites (Microsoft Office Suite, Outlook?Exchange environments, Adobe Acrobat, etc.).Basic?to?intermediate working knowledge of core networking technologies (DHCP, DHS, basic routing, firewall, etc.).Basic?to?intermediate working knowledge of pro?consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).Basic?to?intermediate working knowledge of current industry?standard productivity technologies, including, but not limited to, Blackberry handhelds and ActiveSync?compatible communication devices (iPhone, Android, etc.). 2?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.Required languageVery strong English and French Speaking Skills are required.