IT Support Specialist

2 semanas atrás


Porto, Porto, Portugal Jolera Inc. Tempo inteiro

About the Role

The IT Analyst position at Jolera Inc. is a key contributor to the success of managing our client's networks and security. This role involves quickly resolving incidents that our clients open tickets for and constantly monitoring alerts generated by our tools to resolve incidents before our clients are aware.

Key Responsibilities

  • First-line support of IT infrastructure, Security, and systems
  • Receive and respond to service requests for assistance via well-defined processes 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 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 and verify the status of the incident / alert in order to solve it in the shortest possible time

Requirements

  • 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

What We Offer

  • Competitive compensation package
  • Competitive benefits package
  • Company Perks, Health Breathe Sports Gym, and various brand discounts
  • Company events, recognition, and celebrations
  • Career development and growth opportunities

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