Field Services Specialist

Jolera

. Provide split support to the Service Delivery Team (80%) and Field Services Team (20%) .

Posted 10/7/2026full-timeOttawa • CanadaMid-LevelSenior💰 CA$55,000 - CA$60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Support with a strong focus on troubleshooting operating systems, software installations, and remote service assistance. Proficient in managing service tickets and providing effective client interaction while adhering to service level agreements.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Operating SystemsMicrosoft Office Suite ProficiencyService Ticket ManagementClient Interaction Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Operating SystemsActive DirectorySoftware InstallationsRemote Support ToolsDevice ManagementServer UpdatesBackup MonitoringPrint Publishing SoftwareBasic Linux KnowledgeBasic Unix Knowledge

Soft Skills

Strong Written CommunicationInterpersonal SkillsOrganizational SkillsPlanning SkillsAbility to Manage Multiple Issues

Tools & Technologies

Microsoft Office SuiteOutlook/ExchangeAdobe AcrobatExchange ServerWSUSHyper-VVMware vSphereCitrix XenServer

Certifications & Qualifications

Microsoft CertificationsCisco CertificationsVMware CertificationsCitrix CertificationsRed Hat Certifications

Industry Keywords

Technical SupportService DeliveryField ServicesService Level AgreementsClient Interaction

Tech Stack

Tools & technologies

CitrixLinuxUnixVMware

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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