The Network & Security Operator (Tier 1) represents Jolera's first-responder for all events monitored by our Network and Security Operations Center.
This is a key position as the TIER 1 operator will be responsible for triage, classification, and initial response of all identified incidents, helping to deliver best-in-class resolutions for our customers.
The incumbent will demonstrate confidence and appropriate communication skills both verbally and electronically. They have the ability to handle multiple tasks accordingly with adequate priority to ensure that events are handled on time and that all customers receive a consistent level of customer service.
All CV’s must be received in English.*
What You'll Do :
Provide remote service assistance through the use of various web-based remote support tools when necessary.
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.
Develop knowledge of multiple systems and processes in order to troubleshoot problems.
Verify if all IT assets are adequately configured on monitoring systems and prepared for patch management activities, identifying anomalies in a timely fashion.
React to onsite outage scenarios as necessary or as assigned by the IT Service Management, following all defined processes and quality standards.
Monitor, record and troubleshoot customer backup status if necessary.
Configure and monitor network and security tools.
Identify network issues and security threats.
Who You Are :
1 year of previous support experience working in a technology / systems department directly supporting customers.
Current industry relevant certifications (Microsoft, Cisco, LPI, VMware, Citrix, CompTIA, EXIN, ISACA, ISC2, Offensive Security, etc.) would be an asset.
Understanding of IT fundamentals across networking, system, and application layers, including knowledge on hardware, software, networks, and data centers.
Knowledge of common client side productivity application suites (Microsoft Office Suite, Outlook Exchange environments, Office 365, etc.).
Desired working knowledge of server side applications, technologies and communication models, namely Mail Server, Proxy, DNS, Virtualization, VPN, Firewall, OSI Model, DMZ, Honeypot, Directory Services, WSUS.
Familiar with public cloud solutions (Azure, AWS, Google Cloud).
Understanding of the incident response lifecycle at both technical and procedural level is a plus.
Experience performing incident response in the following technologies and solutions are preferred : Barracuda, FortiNet, McAfee, Cisco, Veeam Backup & Replication.
Ability to solve problems using scripting and automation is a plus (Powershell, Shell Scripting, Python, etc).
Familiar with vulnerability testing tools is a plus.
Fluent in English.
Good interpersonal, communication and collaboration skills.
Organizational and planning skills.
Multitasking, prioritization and critical thinking skills.
Willingness to learn new skills (including self-learning) and be highly self-motivated.