Jolera offers MSPs & IT solution providers next-generation managed services enabling them to create world-class experiences for their clients. We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed. Our partners receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
That is why we assembled a great team of experts to support our operations. In this role, you will be providing split support to the Service Delivery Team (80%) as well as the Field Services Team (20%). While supporting the Service Delivery Team, you will provide remote service assistance using various web-based remote support tools when necessary. While servicing the Field Services Team, you will be interacting with our clients and users at various locations across the city. At sometimes, travel will be required (up to 30 – 40%).

Receive and respond to service requests for assistance via telephone and email in accordance with each client's Service Level Agreement (SLA).
Responsible for the overall administration of the desktop, laptop, and peripherals at specific location.
Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.
Conduct on-site problem determination and analysis where required.
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.
Go on site to support customers or projects that can’t be performed remotely as well as routine maintenance.




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/Field Services 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.
3‐5 years’ experience in a Technical Support role.

- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
- Hands on experience 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 pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.)
- Solid organizational and planning skills.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
- Assets

Hands-on Experience with print publishing software.
Basic working knowledge of Linux and Unix.
Full driver’s license, access to a vehicle and/or public transportation.
French an asset

A competitive salary and benefits package that appreciates your worth.
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.

📌 Field Service Consultant - Fully Remote (Ottawa)
🏢 Jolera
📍 Ottawa