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IT Analyst
Há 1 mês
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
Expected Outcomes:Success in the IT Analyst 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.
IT Analysts 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.
To be a great candidate, you must:A+ Certification is preferred.
NET / Sec + Certification is preferred.
Microsoft Certified Professional (MCP) is preferred.
1+ years’ experience in computer network management is required
Experience in managing end client networks is preferred.
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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