System Support Specialist

JLL empowers you to shape a brighter way.  

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

What this job involves:

This position provides comprehensive technical support and maintenance for third-party business systems during Technical Support Hours while managing incidents, resolving technical problems, and maintaining system configurations to ensure adherence to established service level agreements. You will handle L1/L2 support issues, maintain system documentation, and drive continuous improvement of support processes while working across multiple support channels including ticketing systems, email, and Slack. This role contributes to JLL's business objectives by serving as key technical resource for end users while maintaining system stability and performance, responding to and resolving technical issues according to SLA priorities ranging from urgent 60-minute response issues to low priority 8-hour response issues, and effectively collaborating with other technical teams for escalations and complex problem resolution while contributing to ongoing improvement of support processes and documentation.

What your day-to-day will look like:

• Handle support requests and incident management while responding to and resolving technical issues according to SLA priorities including urgent, high, normal, and low priority issues
• Monitor system performance and maintain operational excellence while troubleshooting and resolving technical issues across multiple platforms
• Document known issues and resolutions while maintaining system configuration records and creating and updating technical documentation
• Support testing and validation activities while escalating complex issues as needed to appropriate technical teams
• Monitor and respond to support channels including ticketing systems, email, and Slack while ensuring efficient resolution of technical issues
• Create incident resolution documentation, technical troubleshooting guides, and knowledge base articles while maintaining support ticket documentation
• Generate system performance reports and testing validation results while maintaining issue resolution logs and configuration change documentation.

Required Qualifications:

• Bachelor's degree in business, computer science, information systems, liberal arts, or related field
• 3+ years experience in technical support with strong understanding of system configuration and maintenance
• Experience with incident management and problem resolution with excellent documentation and communication skills
• Strong analytical and troubleshooting abilities with capability to handle L1/L2 support issues effectively
• Understanding of SLA requirements and ability to respond to issues according to priority levels and resolution timeframes
• Skills in maintaining system documentation, configuration records, and knowledge base articles
• Ability to balance technical expertise, problem-solving skills, and customer service orientation for efficient issue resolution.

Preferred Qualifications:

• ITIL certification with experience in enterprise software platforms
• Knowledge of system integration concepts with experience using service desk tools
• Background in technical documentation with understanding of change management processes
• Experience monitoring system performance and maintaining operational excellence across multiple platforms
• Knowledge of escalation procedures and complex problem resolution with technical teams
• Understanding of testing and validation activities with ability to create technical troubleshooting guides
• Experience with continuous improvement initiatives for support processes and documentation standards.

Location: Onsite

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

Location:

On-site –Belen, CRI

Job Tags:

GREF

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.