GIRC Analyst - Tier 1

Jolera; Lagoa; Presencial; EUR 32 000 - 45 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive pay

Benefits package

Events and recognitions

Career growth

Resumo da oferta

Jolera is hiring a Systems Support Professional in an in-office role in Portugal. You will act as the first line of defense, monitoring security alerts, triaging incidents, and ensuring rapid response across networking, systems, and security domains.

Ideal candidates have technical training and relevant certifications, plus experience with SIEM, EDR/XDR, and enterprise backup solutions. This role includes rotating shifts and onsite work.

Qualificações

• Technical training (Level 5 CET/CTESP or equivalent).
• Certifications in Networking, Windows Server, Backup, Cloud, and Cybersecurity preferred.
• Equivalent experience in similar roles.

Responsabilidades

• Monitor security alerts from endpoints, firewalls, and SIEM tools.
• Analyze and triage alerts to identify root causes.
• Monitor network devices for health and connectivity.
• Respond to link failures, latency, and unusual outbound traffic.
• Monitor server uptime and infrastructure alerts.
• Check status of backups and patch deployments.
• Escalate issues within internal SLAs.
• Collaborate with team to improve processes and documentation.
• Deliver high standard customer service to stakeholders.

Conhecimentos

Networking

Windows Server

Public Cloud

Backup Solutions

EDR/XDR

SIEM

Firewall Management

Formação académica

Technical training (Level 5 CET/CTESP equival.

Ferramentas

ConnectWise / ServiceNow

Meraki / FortiManager / Barracuda FW

Veeam / Datto / Barracuda Cloud Control

N-Central

SentinelOne / CrowdStrike / ELK / Microsoft Sentinel

Descrição da oferta de emprego

Who We Are

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clents. 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.

This is an in-office job.

The Systems Support Professional serves as the frontline ambassador of Jolera, playing an essential role in delivering best-in-class technical resolutions to our customers and their employees or members. This position is essential to ensure a seamless support experience, marked by responsiveness, expertise, and a commitment to service excellence.

Job Purpose:

The GIRC Analyst ensuresoptimalperformance, swift detection of issues, and prompt response to networking, systems, and security incidents ofJoleraclients’ IT Infrastructures. This individualis responsible forbeing the first line of defense: monitoring, troubleshooting, and responding to both networking, systems, and security incidents.

Key Responsibilities:

• Monitor security alerts from endpoint protection, firewalls, and SIEM tools.

• Analyze and triage security alerts and incidents todeterminetheir root cause.Identifypotential threats like failed login attempts, malware detections, or policy violations.

• Monitor network devices (firewalls, switches, access points) for health and connectivity

• Respond to alerts related to link failures, high latency, and unusual outbound traffic.

• Monitor server uptime, performance, andinfrastructure relatedalerts.

• Check status of scheduled tasks, backup jobs, and patch deployments.

• Follow up and escalation issues related to networking,systems, and cybersecurityissues within internal SLAs.

• Collaborate with team members to improve internal processes and documentation.

• Deliver high standard customer service, ensuring internal and external stakeholders are kept informed.

Key Performance Indicators (KPIs):

• SLAcompliance(%)

• Customersatisfaction(CSAT score)

• Ticket response and resolution time

• Qualityof service vserror rate

Work Environment & Conditions:

• Weekly shift rotation schedule with 2 or more days off

• Working hours 07:00-16:00, 15:00-00:00, 23:00-08:00

• Fullyon-sitemodel

Who You Are

Education & Certifications:

• Technical training (Level 5, CET/CTESP equivalent)
• Relevant certifications in Networking, Windows Server, Backup, Cloud, and Cybersecurity.

Experience:

• Equivalent experience in similar roles

Technical Skills:

• Networking

• Windows Server

• Public Cloud solutions

• Enterprise Backup Solutions

• Endpoint Detection and Response (EDR) Solutions

• Extended Detection and Response (XDR) Solutions

Soft Skills:

• Problem-solving
• Communication
• Team collaboration
• Time management

Tools/Software:

• PSA systems (ConnectWise or ServiceNow)
• Firewall Management (Meraki, FortiManager, Barracuda Firewall Admin)
• Backup Management (Veeam, Datto, Barracuda Cloud Control)
• RMM (N-Central)
• EDR and XDR tools (SentinelOne, Crowdstrike, ELK, Microsoft Sentinel)

What We Offer

• Competitive compensation package
• Competitive benefits package
• Company events, recognitions, and celebrations
• Career development and growth opportunities. This role may progress to Account Executive, with a natural progression towards account management and business development.

At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.