.Who We Are Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We've helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs. General Summary: The IT Analyst is responsible for managing and maintaining our end client's networks. Ensuring client satisfaction and quieting their networks are essential in this position. Jolera is seeking a highly motivated and self-starter flexible individual to join the team in Porto, Portugal. The IT Analyst would be responsible for first line of support of IT infrastructure and systems and complete monitoring of a services environment and should be willing to work in shifts to cover 24X7 NOC and SOC operations working in close association with IT System, Security and Engineering team. Essential Duties and Responsibilities: The IT Analyst position is a key contributor in the success of managing our client's networks and security. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware. First-line support of IT infrastructure, Security, and systems Receive and respond to service requests for assistance via telephone and email in accordance with each client's Service Level Agreement (SLA). Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary. Maintain service ticket ownership throughout the life of the support incident. Triage, classify, and prioritize incidents. Escalate high profile issues in a timely manner using well defined process for appropriate handling and resolution. Monitor all IT assets and proactively respond to event and incident alerts. If needed, coordinate with the NOC / SOC Level II team and verify the status of the incident / alert in order to solve it in the shortest possible time. Network concepts such as IP addresses, routers, switches, Firewall, LAN and WAN. Familiarity with basic IP tools such as ping and traceroute. Familiarity with Internet/web-based applications. Experience with network / server monitoring tools in general. Configuration Management Tools SNMP. Monitoring of Network Performance. Monitoring of Security Management. Competence in Microsoft Server operation. Competence in Linux operation. Knowledge of Windows-based products
