Job Description

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 ensures optimal performance, swift detection of issues, and prompt response to networking, systems, and security incidents of Jolera clients' IT Infrastructures. This individual is responsible for being 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 to determine their root cause. Identify potential 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, and infrastructure related alerts.
• Check status of scheduled tasks, backup jobs, and patch deployments.
• Follow up and escalate issues related to networking, systems, and cybersecurity issues 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):

• SLA compliance (%)
• Customer satisfaction (CSAT score)
• Ticket response and resolution time
• Quality of service vs error 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
• Fully on-site model

Requirements

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)

Benefits

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.