What this job involves:

As a Systems Support Specialist at JLL, you will provide comprehensive technical support and maintenance for third-party business systems during Technical Support Hours while being responsible for managing incidents, resolving technical problems, and maintaining system configurations to ensure adherence to established service level agreements. This comprehensive technical support role combines incident management with system maintenance expertise, requiring you to 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 to serve as a key technical resource for end users. You will play a crucial role in JLL's commitment to operational excellence by maintaining system stability and performance through technical troubleshooting abilities, balancing technical expertise with problem-solving skills and customer service orientation to ensure efficient resolution of technical issues while maintaining high levels of user satisfaction, 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
• Monitor system performance and maintain operational excellence through comprehensive technical troubleshooting and issue resolution
• Document known issues and resolutions while maintaining system configuration records for comprehensive technical knowledge management
• Create and update technical documentation while supporting testing and validation activities for continuous system improvement
• Escalate complex issues as needed while monitoring and responding to support channels including ticketing systems, email, and Slack
• Resolve urgent issues with 60-minute response and 1-day resolution, high priority issues with 2-hour response and 2-day resolution
• Address normal issues with 4-hour response and 3-day resolution, low priority issues with 8-hour response and 5-day resolution
• Maintain incident resolution documentation, technical troubleshooting guides, and knowledge base articles for comprehensive support delivery.

Required Qualifications:

• Bachelor's degree in business, computer science, information systems, liberal arts, or related field with 3+ years' experience in technical support
• Strong understanding of system configuration and maintenance with experience in incident management and problem resolution
• Excellent documentation and communication skills with strong analytical and troubleshooting abilities for comprehensive technical support
• Experience handling support requests across multiple channels including ticketing systems, email, and communication platforms
• Understanding of SLA management with ability to prioritize and resolve technical issues according to established response timeframes
• Knowledge of technical documentation creation and maintenance including system configuration records and knowledge base management
• Ability to monitor system performance and maintain operational excellence through proactive technical support
• Experience with testing and validation activities while supporting continuous improvement of support processes.

Preferred Qualifications:

• ITIL certification with experience in enterprise software platforms and understanding of system integration concepts
• Experience with service desk tools and background in technical documentation creation and maintenance
• Understanding of change management processes with knowledge of incident escalation and complex problem resolution
• Familiarity with L1/L2 support issue handling and technical troubleshooting methodologies
• Background in system performance monitoring and operational excellence maintenance
• Experience with cross-functional team collaboration for technical issue resolution and process improvement
• Knowledge of third-party business system support and maintenance best practices
• Understanding of customer service orientation in technical support environments.

Location: On-site

What you can expect from us:

• You'll join an entrepreneurial, inclusive culture where we succeed together – across the desk and around the globe
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sight and imagine where JLL can take you.

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.