👋 GIRC Analyst - Onsite (Açores, Açores)
Who We Are
Jolera helps MSPs and IT solution providers offer next-generation managed services, creating world-class experiences for their clients. We've helped transform hundreds of MSPs and solution providers worldwide! We provide an elevated managed service experience for a variety of clients.
General Summary
We're looking for a highly motivated and flexible individual to join our team in Porto, Portugal as an IT Analyst. You'll be responsible for first-line support of IT infrastructure and systems, and will monitor a services environment. You'll work in shifts to cover 24X7 NOC and SOC operations, collaborating closely with the IT System, Security, and Engineering teams.
Essential Duties and Responsibilities
- Provide first-line support for IT infrastructure, security, and systems.
- Respond to service requests for assistance via telephone and email, adhering to each client's Service Level Agreement (SLA).
- Process service tickets and assign them to appropriate Jolera onsite technicians or customer-specific internal service resources.
- Maintain ownership of service tickets throughout the support incident lifecycle.
- Triage, classify, and prioritize incidents.
- Escalate high-profile issues promptly, following defined processes for appropriate handling and resolution.
- Monitor all IT assets and proactively respond to event and incident alerts.
- Coordinate with the NOC/SOC Level II team to resolve incidents quickly.
Knowledge, Skills, and Abilities
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Network concepts: IP addresses, routers, switches, Firewall, LAN and WAN.
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Basic IP tools: ping and traceroute.
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Internet/web-based applications.
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Network/server monitoring tools: SNMP.
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Configuration Management Tools: SNMP.
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Network Performance Monitoring.
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Security Management Monitoring.
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Microsoft Server operation.
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Linux operation.
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Knowledge of Windows-based products.
Expected Outcomes
- Meet or exceed client expectations.
- Exceed SLAs.
- Contribute to the profitability of client agreements.
- Demonstrate a high volume of closed tickets, fast ticket closure times, and first-time ticket resolution.
To Be a Great Candidate, You Must:
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A+ Certification (preferred).
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NET/Sec+ Certification (preferred).
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Microsoft Certified Professional (MCP) (preferred).
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1+ years' experience in computer network management (required).
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Experience in managing end client networks (preferred).
What We Offer
- Competitive compensation package.
- Competitive benefits package.
- Company perks, Good Life gym, and brand discounts.
- Company events, recognition, and celebrations.
- Career development and growth opportunities.
Apply Now