Brand Experience Specialist activating Tommy Gun’s national campaigns across Ontario shops. Blending local marketing, community partnerships, and guest experience coaching.
About the role
- Field Services Specialist supporting Jolera’s managed IT services clients through remote assistance and onsite troubleshooting. Maintaining customer systems, service tickets, servers, and backups across Ottawa.
Responsibilities
- Provide split support to the Service Delivery Team (80%) and Field Services Team (20%)
- Provide remote service assistance using web-based remote support tools
- Interact with clients and users at various locations across the city
- Travel to client locations as required, up to 30–40%
- Receive and respond to service requests by telephone and email according to client SLAs
- Administer desktops, laptops, and peripherals at specific locations
- Process service tickets and assign them to appropriate onsite technicians or customer-specific service resources
- Conduct onsite problem determination and analysis
- Maintain ownership of service tickets throughout support incidents
- Escalate high-profile issues to the Service Desk Manager
- Monitor customer systems and services and respond to device-down scenarios
- Support customers and projects onsite when remote resolution is not possible, including routine maintenance
- Develop knowledge of multiple systems and processes to troubleshoot problems
- Perform server updates and reboots during customer-designated service windows
- Respond to onsite outage scenarios as assigned by the Service Desk Manager or Field Services Manager
- Monitor, record, and troubleshoot customer backup status
- Work rotating shifts scheduled by the Service Desk Manager
- Follow assigned processes and quality standards
Requirements
- 3–5 years’ experience in a Technical Support role
- College diploma or equivalent
- Hands-on troubleshooting of operating systems, DLLs, antivirus, malware, spyware, software installations, Active Directory, printers, and mobile device activation
- Strong knowledge of Microsoft Office Suite, Outlook/Exchange environments, Adobe Acrobat, and similar productivity applications
- Basic working knowledge of Exchange Server, WSUS, Hyper-V, VMware vSphere, Citrix XenServer, and related server-side technologies
- Basic working knowledge of computer hardware and software interaction
- Strong written communication and interpersonal skills
- Strong organizational and planning skills
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment
- Ability to manage multiple concurrent issues and prioritize appropriately
- Current industry-relevant certifications such as Microsoft, Cisco, VMware, Citrix, or Red Hat certifications would be an asset
- Hands-on experience with print publishing software would be an asset
- Basic working knowledge of Linux and Unix would be an asset
- Full driver’s license, access to a vehicle and/or public transportation would be an asset
- French would be an asset
Benefits
- Competitive salary and benefits package
- Perks that make every day a bit more special
- Opportunities for professional growth and development
- Diverse, equal and inclusive workplace
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