Jolera

Global IT systems integration and security

Senior Systems Support Professional - Tier 2

Network Engineering & AdministrationConfirmed live in the last 24 hours

Full-timeColombo, Sri LankaNo salary listedIn-person

About the Job

Requirements

A post-secondary degree or diploma is required.
At least 4 years of field engineer experience in a technology or systems department directly supporting customers is required.
Demonstrated strong working knowledge of networking technologies and business applications is required.
Strong written and communication skills are required.
Strong interpersonal skills are required.
Strong organizational and planning skills are required.
Ability to assume responsibility for multiple concurrent issues and prioritize appropriately is required.
Ability to work with people from different disciplines and varying technical abilities is required.
High attention to detail is required.
Strong documentation skills are required.
Experience with RMM/PSA platforms such as ConnectWise, Datto, or Autotask is identified among commonly used skills and tools.
Experience with Microsoft 365, Azure AD, and Exchange Online is identified among commonly used skills and tools.
Experience with Windows Server, Linux, VMware, and Hyper-V is identified among commonly used skills and tools.
Experience with firewalls such as Fortinet, Barracuda, or Palo Alto, switches, VLANs, and VPNs is identified among commonly used skills and tools.
Experience with security tools such as SentinelOne, CrowdStrike, Sophos, and Bitdefender is identified among commonly used skills and tools.
Experience with backup and disaster recovery tools such as Veeam and Datto is identified among commonly used skills and tools.

Responsibilities

Resolve complex technical issues escalated from Tier 1 and GIRC teams, including server, network, cloud-service, and security issues, while adhering to Jolera and client service-level agreements.
Deploy, manage, and support firewalls and core IT infrastructure, including switches, servers, hypervisors, and storage systems, and perform in-depth diagnostics to maintain stability, security, and performance.
Escalate issues to vendors or internal Enterprise Architects as required, following defined processes to resolve issues and route high-priority incidents efficiently.
Manage core services including Active Directory, DNS, DHCP, Group Policy, and identity integrations, and recommend upgrades and improvements to system performance.
Mentor Tier 1 technicians by reviewing escalations, providing feedback, and fostering knowledge sharing, and assist with end-user training when needed.
Document systems, configurations, and processes in Jolera's CS and CRM platforms, ensuring knowledge transfer and accurate tracking of tickets, RFCs, and monitoring activities.
Communicate technical concepts to non-technical stakeholders and demonstrate professionalism in client-facing interactions.
Proactively monitor and maintain client systems, perform RFC-approved changes, document outcomes, and keep portals and backup logs updated according to schedule.

Desired Qualifications

French, Spanish, or Portuguese language skills are an asset.

Senior Systems Support Professional - Tier 2

Jolera · Colombo, Sri Lanka · Full-time · Posted 2026-09-03

Workplace: on_site

Department: Service Delivery

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.

Who You Are

The Senior Systems Support Professional 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 have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera’s managed firewall products.

What You Will Do

Resolve complex technical issues escalated from Tier 1 and GIRC teams, including those related to servers, networks, cloud services, and security, while ensuring adherence to Jolera and client SLAs.
Deploy, manage, and support firewalls and core IT infrastructure, including switches, servers, hypervisors, and storage systems, performing deep diagnostics to ensure stability, security, and performance.
Handle escalations to vendors or internal Enterprise Architects as required, following defined processes to ensure efficient issue resolution and proper routing of high-priority incidents.
Manage core services such as Active Directory, DNS, DHCP, Group Policy, and identity integrations, while recommending upgrades and improvements for enhanced system performance.
Mentor Tier 1 technicians by reviewing escalations, providing feedback, and fostering knowledge sharing across the team, while assisting in end-user training when needed.
Document systems, configurations, and processes thoroughly in Jolera’s CS and CRM platforms, ensuring knowledge transfer and accurate tracking of all tickets, RFCs, and monitoring activities.
Communicate technical concepts clearly to non-technical stakeholders, demonstrating team-building skills and professionalism in all client-facing interactions. (French, Spanish, or Portuguese) are an asset.
Monitor and maintain client systems proactively, performing RFC-approved changes, documenting outcomes, and ensuring portals and backup logs are consistently updated as per schedule.
Monitor and maintain client systems proactively, performing RFC-approved changes, documenting outcomes, and ensuring portals and backup logs are consistently updated as per schedule.

Requirements

Qualifications

Post-Secondary degree or diploma.
4+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
Demonstrated strong working knowledge of networking technologies and business applications.
Strong written and communication skills.
Strong interpersonal skills.
Strong organizational and planning skills.
Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
Ability to work well with people from many different disciplines with varying technical abilities.
High attention to detail.
Strong documentation skills.

Skills & Tools Commonly Used:

RMM/PSA platforms (e.g., ConnectWise, Datto, Autotask)
Microsoft 365, Azure AD, Exchange Online
Windows Server, Linux, VMware, Hyper-V
Networking: firewalls (Fortinet, Barracuda, Palo Alto), switches, VLANs, VPNs
Security tools: SentinelOne CrowdStrike, Sophos, Bitdefender
Backup and disaster recovery: Veeam, Datto.

Benefits

What We Offer

Competitive compensation package & benefits package
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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About the Company

Jolera

Global IT systems integration and security

Jolera is a Global Systems Integrator that focuses on transforming IT operations into secure, efficient environments. It offers services through a diverse team of over 500 professionals across 24 countries, combining global reach with localized expertise. Jolera helps clients (and its own team) pursue a dynamic, collaborative work environment where innovation and growth are prioritized. The company’s approach centers on delivering IT operation improvements, security, and efficiency by leveraging its global-scale capabilities and local insight. Compared with competitors, Jolera differentiates itself through its international footprint paired with local know-how, enabling tailored, scalable IT solutions. Its goal is to help organizations and teams optimize IT operations to be secure, efficient, and capable of supporting growth.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Toronto, Canada
Founded: 2001

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