IT Network Analyst

1 dia atrás

Porto, Portugal Jolera Inc. Tempo inteiro

**About Jolera**:
Jolera is one of the world’s largest and most successful privately-owned global IT Security and Solutions providers. As part of the Jolera team, you will be a member of a high performance, innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities.

Jolera is an organization that encourages and supports ongoing training and development. We are comprised of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment.
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**Position: IT Network Analyst - Level ll**

Type: Permanent Full-time

**General Summary**:
**Essential Duties and Responsibilities**:
The IT Network Analyst - Level II position is a key contributor in the success of managing our client’s networks.

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.

**Knowledge, Skills, and/or Abilities Required**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions.

Second-line support of IT infrastructure and systems

Coordinate with the L1 team to ensure comprehensive monitoring of a client environment and provision of assistance as needed.

Identify, resolve problems, and troubleshoot or escalate

Responsible for assisting in software upgrades/updates/migration including with coordination of Service Desk Team.

Strictly follow established written processes and procedures

Experience in documenting processes, escalation management, trouble ticket initiation and tracking and excellent problem data gathering skills

Quickly react to escalated onsite outage scenarios as necessary, assigned by the IT Service Management, following all defined processes and quality standards to ensure a fast eradication of the problem

Working with the Jolera’s Operations team / Client to troubleshoot and fix issues

Documenting issues, fixes, and response times

Coordinate with third party hosting technical personnel

Troubleshoot and resolve issues with server and network hardware

Maintain processes to provide statistics on network performance

Perform scheduled server health functions

Work closely with all technical service teams to implement strategies that will increase reliability, availability, and uptime for services

Enhance procedures to monitor backup and recovery operations

Manage processes to effectively escalate and track problems as they occur

Perform other related duties as assigned by management from time to time

**Expected Outcomes**:

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Success in the IT Network Analyst II position will be based on your ability to meet or exceed our client’s expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.

NOC Analyst will be graded on the profitability of the client agreements and on the quantity of closed tickets, speed of ticket closure and first-time ticket resolution.
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3+ years of previous support experience working in a technology / systems department directly supporting customers.

Previous experience working with ticketing systems like ServiceNow, ConnectWise, or other similar ITSM tools.

MSCE, CCNA, LAN, WAN, NOC management certification

Fluency in both written and verbal English

Excellent problem solving / decision making skills.

Strong oral and written communication skills.

Good interpersonal skills.

Self-starter and a team player.

Delegation of work & team management skills.

On-Site/Off-shore co-ordination skills.

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