IT Analyst (Porto)

Jolera empowers MSPs and IT solution providers with next-generation managed services, creating world-class client experiences. We've helped transform hundreds of providers globally, offering award-winning solutions built on over 20 years of experience. We're looking for a highly motivated and adaptable individual to join our team in Porto, Portugal.

🚀 About the Role

As an IT Analyst, you'll be a key player in managing and maintaining our end-clients' networks, ensuring client satisfaction and smooth network operations. This role involves first-line support for IT infrastructure and systems, 24/7 monitoring, and close collaboration with our IT Systems, Security, and Engineering teams. You'll work in shifts to cover NOC and SOC operations.

🎯 Responsibilities

• Provide first-line support for IT infrastructure, security, and systems.
• Respond to service requests via phone and email, adhering to SLAs.
• Manage service tickets, assigning them to appropriate resources.
• Triage, classify, and prioritize incidents, escalating critical issues promptly.
• Monitor IT assets, proactively addressing alerts and resolving incidents before client impact.
• Collaborate with the Level II NOC/SOC team to resolve complex issues.

💪 Requirements

• Experience in computer network management (required).
• Experience managing end-client networks (preferred).
• Understanding of network concepts (IP addresses, routers, switches, firewalls, LAN/WAN).
• Familiarity with IP tools (ping, traceroute) and web-based applications.
• Experience with network/server monitoring tools and SNMP.
• Proficiency in Microsoft Server and Linux operations.
• Knowledge of Windows-based products.
• A+ Certification (preferred).
• Net+/Sec+ Certification (preferred).
• Microsoft Certified Professional (MCP) (preferred).

🏆 What We Offer

• Competitive compensation and benefits packages.
• Company perks, including Good Life gym access and brand discounts.
• Company events, recognition, and celebrations.
• Opportunities for career development and growth.