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Jolera

Systems Support Professional

Woodbridge, ON, Canada

Pay: $60,000 to $65,000 CAD / year
Job type: Full-time
Apply by: Mar 20, 2027
Experience: 1-3 years experience in a technical support role
Posting language: English
Posted: Sep 21, 2026

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Original job description

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.

We've helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

This is a Toronto on-site job.

Who You Are

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. You need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices - workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation. You'll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more. Some overtime may be required in this position.

What You'll Do

Process service tickets and assign them to appropriate 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
React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager
Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location
Install, configure, and diagnose client workstations and equipment
Conduct on-site problem determination and analysis
Provide advice and technical guidance to end users and technical resources as the situation warrants
Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff
Document in detail the activities carried out as well as the technical information collected
Maintenance of network printer devices
Assist with account management activities
Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket
Identify and escalate production critical issues to the appropriate groups
Perform data backup and recovery at a user level, as required
Comply with internal controls and policies as applicable
Responsible for on-call/as-needed support for remote locations
Ability to make sound judgment calls and escalate to senior resources when needed
Able to lead conversations of a technical nature with end users who may not have any technical expertise

Requirements

Qualifications

1-3 years experience in a technical support role
Relevant Degree/Diploma or equivalent
Proven problem-solving and analytical skills
Excellent attention to detail
Ability to document processes and accept feedback
Strong ability to work within a team environment
Excellent communicator and personable
Ability to make sound judgment calls and escalate to senior resources when needed
Able to lead conversations of a technical nature with end users who may not have any technical expertise
Some knowledge of database technologies is an asset
Strong knowledge of all Endpoint OS - Windows Operating Systems, MacOS, iOS
Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.)
Someone who thrives in a fast-paced, high-energy environment
Always conducts with a poised and professional demeanor
Able to work collaboratively within a team

Assets

Industry certifications - Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+
Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution
Hands-on Experience with print publishing software
Experience in time-critical manufacturing/production environments

Benefits

What We Offer

Competitive compensation package & benefits package
Company Perks, and various brand discounts
Company events, recognitions, and celebrations
Career development and growth opportunity

At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.

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More about this job

Responsibilities

The Systems Support Professional is responsible for processing service tickets, maintaining ticket ownership, and providing on-site technical support for workstations, servers, and peripherals. They will also perform equipment configuration, diagnose infrastructure issues, and provide technical guidance to end users.

Requirements

Candidates must have 1-3 years of experience in a technical support role and a relevant degree or diploma. Strong knowledge of endpoint operating systems, productivity suites, and excellent communication skills are required.

Skills

Technical support
Troubleshooting
Windows 7/8/10
Mac OSX
iOS
Windows Server
Active Directory
DHCP/DNS
VMware
Office 365
Service ticketing
Hardware configuration
Data backup
Network printer maintenance
Problem determination
Communication skills

Benefits

Benefits package
Company perks
Brand discounts
Company events
Recognitions
Celebrations
Career development and growth opportunity

Visa sponsorship

Not detected in the job text

Keywords

Managed Services
IT Solutions
Technical Support
Windows
MacOS
iOS
Windows Server
Active Directory
DHCP
DNS
VMware
Office 365
ServiceNow
ConnectWise
Ticketing System
Hardware
Peripherals
Data Backup
Network Hardware
MCP
MCSA
CompTIA A+
Network+
Adobe Acrobat
Adobe Creative Suite
Infrastructure
Troubleshooting
Account Management
On-site Support
Endpoint OS

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