Systems Support Specialist

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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:

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.

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!

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 . 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.

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