IT Analyst (Porto) Porto

IT Analyst (Porto)
Porto
Porto, Porto District, Portugal

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Jolera offers MSPs & IT solution providers
- generation managed services, enabling them to create
- class experiences for their clients. Your clients receive
- 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 network stability are essential in this position. Jolera is seeking a highly motivated and
- starting individual to join the team in Porto, Portugal. The IT Analyst will be responsible for
- line support of IT infrastructure and systems, and for monitoring our service environment. The role requires working in shifts to cover 24/7 NOC and SOC operations, working closely with IT System, Security, and Engineering teams.

Essential Duties and Responsibilities:

The IT Analyst plays a key role in managing our client’s networks and security by quickly resolving incidents reported through support tickets and proactively monitoring alerts to prevent issues before clients are affected.

Knowledge, Skills, and/or Abilities Required:

• Perform essential duties satisfactorily.
• Provide
  - line support for IT infrastructure, security, and systems.
• Respond to service requests via phone and email according to SLAs.
• Process and assign service tickets appropriately.
• Maintain ownership of support tickets throughout incident resolution.
• Prioritize and classify incidents; escalate
  - profile issues promptly.
• Monitor IT assets and respond to alerts proactively.
• Coordinate with NOC/SOC Level II teams to resolve incidents quickly.
• Understand network concepts such as IP addresses, routers, switches, firewalls, LAN, and WAN.
• Use basic IP tools like ping and traceroute.
• Familiar with
  - based applications and network/server monitoring tools.
• Knowledge of Configuration Management Tools and SNMP.
• Monitor network performance and security management.
• Operate Microsoft Server and Linux systems competently.
• Knowledge of Windows-based products.

Expected Outcomes:

• Meet or exceed client expectations and SLAs.
• Graded based on profitability, ticket closure speed, and
  - time resolution.

Candidate Requirements:

• A+ Certification preferred.
• Network/Security+ Certification preferred.
• Microsoft Certified Professional (MCP) preferred.
• Experience in computer network management required.
• Experience managing end client networks preferred.

What We Offer:

• Competitive salary and benefits.
• Company perks, gym access, and discounts.
• Company events and recognition programs.
• Opportunities for career growth.

At Jolera, we are committed to creating a diverse, equitable, and inclusive workplace. We value and respect differences in background, gender, age, religion, identity, disability, and other protected characteristics.