Careers
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Jolera offers MSPs & IT solution providers next-generation managed services enabling them to create world-class experiences for their clients. We are dedicated to innovating the way organizations integrate IT with their business, providing organizations with live actionable insights to help them succeed. Our partners receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
We know that IT solutions require more than just technology – they need skilled people behind them. That is why we assembled a great team of experts to support our operations. Our people are focused, client-driven and passionate about connecting users with technology.
Perks & Benefits
Competitive Salary
We offer some of the most competitive salaries in the industry.
Monthly Events
We have fun monthly events that take place at our offices, with some for remote workers as well!
Recognition
We have a recognition program in place as a way to acknowledge your hard work!
Paid Vacation
Every employee gets 2+ weeks vacation to start. We want you to have a good work/life balance.
Health & Dental
We cover 80% of your insurance cost. Go for a massage or to the dentist!
Discounts
Discounts to: gyms, theme parks, restaurants, technology, the list goes on!
Current Job Listings
Manager, Cybersecurity Incident Response (CERT) (Global)
About The Role
The Cybersecurity Incident Response Manager will lead a team of Cybersecurity Engineers and will be responsible for detecting cyber-attacks and responding quickly and effectively to resolve any the threats and minimize the impact to the organization.
The IR Manager will be responsible for engaging the respective stakeholders and ensuring that the layers of detection and response cover known forms of attack described in the MITRE ATT&CK framework, and anticipate the evolution of threat actor tools, techniques, and practices in response.
All CV’s must be received in English.
Responsibilities
- Manage the 24x7 Cybersecurity Incident Response program, including staff, vendors and technologies that support the program
- Manage the development and growth of the Jolera Cybersecurity Incident Response service designed to actively detect and respond to threats in customer’s environments.
- Collect and analyze system alerts, logs, and evaluate whether unauthorized access or information exfiltration occurred
Requirements
-
- Previous experience developing or leading a Cyber Security Incident Response Program
- Hands on experience analyzing malware, negotiating ransomware, and creating Incident Response playbooks.
- Technical experience with forensic tools such as FTK, X-Ways, or Axiom
- Strong leadership abilities to work with c-level execs.
- Excellent communication skills, with experience influencing all levels of an organization - from technical engineers to senior management
- 5+ years in the information security field, at least 2 of which were in leading or managing Incident Response Teams
Applications
- Send your CV in English to: hr@jolera.com
Endpoint Security Engineer (Global)
About The Role
- Are you passionate about Cybersecurity and have experience working with and/or managing endpoint security solutions?
- Do you have an ownership mindset?
- Do you want to be heard and recognized?
- Tired of applying to positions and never getting feedback?
Apply for this position and you will be contacted.
The Endpoint Security Engineer will help deliver a secure endpoint configuration and support onboarding and maintenance initiatives. You must be a positive, self-starter able to work independently while completing day-to-day tasks and projects.
All CV’s must be received in English.
Responsibilities
- Provide administration & support over the Jolera’s Secure IT Endpoint product(s)
- Install and configure all components related to Endpoint Detection and Response (EDR) solutions
- Act as a subject matter expert for operating, troubleshooting, installing, and configuring Endpoint Security solutions.
- Provide escalation support to the operations team in support of daily operations
- Build, distribute, and maintain Agents and Repositories.
- Configure Product Policies and Tasks
- Maintain relevant documentation for exceptions
- Identify and drive process improvements to ensure improved customer satisfaction. Seek and drive proactive automation opportunities.
Requirements
-
- A Bachelor's degree in Information Security or related field preferred CISSP, CISM.
- 5+ years operating and supporting Windows and/or Linux in a large enterprise environment
- Experience with CarbonBlack, Crowdstrike, Cylance, and/or SentinelOne
- Experience with traditional AVs like McAfee, Symantec, Webroot
- Understanding of networking, networking design, Ports & protocols, the OSI model, UDP & TCP communication flow
- Knowledge of system administration and best practices for Linux and Windows Server systems
- Knowledge of system administration and best practices for Windows workstations and MacOS systems
- Automation scripting (PowerShell, Python, batch files, etc.). Candidates must have the ability to develop and automate simple scripts in Python/PowerShell.
- Virtualization – Hyper-V, VMWare, KVM
- Cloud experience – AWS, Azure, GCP
- Basic SIEM usage
- Basic Email Protocols and Functionality
- Ability to use common networking tools (ping, nslookup, tracert, etc.) for troubleshooting
- Ability to make decisions that have significant impact to customers
Preferred Qualifications
- Experience with SentinelOne, McAfee ePolicy Orchestrator/Endpoint Security,
- Deep working knowledge of SCCM, Intune, and JAMF.
- Experience with Patch Management, Remote Support, and Networking
- Strong understand of Cybersecurity domains including aspects such as network intrusion prevention, malware, ransomware, and SIEM.
Applications
- Send your CV in English to: hr@jolera.com
Business Intelligence Developer (Porto, Portugal)
About The Role
We are looking for an experienced Business Intelligence Developer who will be responsible for ensuring that reports are available for Jolera services to our clients. The incumbent must be an independent thinker who can come up with efficient solutions and must be ready to take on a challenging project. You must be ready to work in a small team with minimal supervision. The incumbent must understand reporting architecture and entity relationship diagrams / logical data modeling with data visualization/presentation and toolsets to support this.
All CV’s must be received in English.
What You'll Do
- Develop, test, document, and implement high quality reporting analytics on time that perform according to specifications and requirements documents.
- Develop and adhere to development standards that allows for the maintainability of reports in a manner that supports the team.
- Navigates, understands, and leverage existing data structures to quickly respond to customer reporting and data requests.
- Develop and manage effective working relationships with other departments, groups and personnel.
- Assist with writing requirements and design specifications according to approved templates, using natural language simply, clearly, unambiguously and concisely.
- Ensure that proposed reporting solution meets user needs and satisfy business objectives and initiatives.
- Participate in peer reviews of work products derived from requirements specifications to ensure that the requirements were interpreted correctly.
- The ability to translate business questions and requirements into reports, views, and business intelligence query objects.
Who You Are
- Advanced knowledge - Data Conversion (ETL processing and extraction).
- Advanced knowledge on technologies.
- SQL Databases (MariaDB, Postgres, MySQL, MSSQL SSRS).
- Office365 (Power Platform).
- .NET & ASP Classic.
- RESTful APIs.
- Reporting platform such as Brightgauge.
- Advanced knowledge – Analytics and Business Intelligence such as Power BI, Tableau or Qlik.
- Working knowledge in Data Warehouse.
- Working knowledge in subversion tools such as GIT.
- Great communication skills.
- Strong written and verbal communication skills.
Why Jolera?
- Competitive salary
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
IT Onboarding Specialist (Porto, Portugal)
About The Role
The IT Onboarding Specialist provided a key role in the Jolera Support Model.
Adding subscribed services from customers to our services. Going from but not limited too – deploying RMM tool agent, configuring SNMP stack, Setting up Alerting, Integration into ticketing systems, …
Protecting both internal company as customer environment from possible exposure and breaches and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. IT Onboarding Specialist will also have a focus on audit and protect the internal company and customers from any of the known and unknown exploits and breaches.
- All CV’s must be received in English*
What You'll Do
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards
- Audit deployments of new firewalls and management/support of deployed firewalls or security systems
- Audit customer Active Directory topology and access models to enhance security
- Provisioning and de-provisioning user changes
- Maintenance of IAM technology infrastructure
- Managing application and user-store integration
- Upgrades, patch management based on Security or IAM requirements
- Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA
- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality
- Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes
- Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system
- Deploy and actively monitor Jolera’s customer systems and services via Jolera monitoring systems
- Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality
- Perform RFC approved systems modifications and reboots
- Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed
- Ensure customer portals are updated with systems documentation, RFC’s and backup logs, etc. as per schedule
- Follow all other processes and quality standards as directed
Who You Are
- Post-Secondary degree or diploma
- 2+ years of previous engineer experience working in a technology/systems department directly supporting customers
- Work rotating shifts as scheduled by the department Manager
- Demonstrated strong working knowledge of networking technologies and business applications
- Demonstrated working knowledge of modern firewall technologies
- Demonstrated ability to perform systems discoveries, and plan implementations
- Strong written and communication skills
- Strong interpersonal skills
- Strong organizational and planning skills
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization
- Ability to work well with people from many different disciplines with varying technical abilities
- High attention to detail
- Strong documentation skills
- Strong understanding of multiple platforms, (Active Directory, Linux)
- LDAP Knowledge
- PowerShell Knowledge
- Ability to maintain confidentiality
- Regulatory Compliance Knowledge (SOX, FFIEC, and PCI)
- Identity Management - Provisioning and Workflow processes
- Access Management - Authentication and Entitlements
- Data Security and Privacy - Database access
- Experience with Role Base Access Controls
- CompTIA A+
- CompTIA Network+
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Network & Security Analyst - Tier 2 (Porto, Portugal)
About The Role
The Network & Security Analyst (Tier 2) will participate at the second level of the event handling process at Jolera Network and Security Operations Center. The role is responsible for further investigation of network and security incidents and for providing adequate support for the previous layer (TIER 1). This position is key to deliver best in class resolutions for our customers and the incumbent will demonstrate confidence and appropriate communication skills both verbally and electronically. The professional must 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
- Receive and respond to incidents 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.
- Provide ticket update and feedback throughout the life of the support incident.
- Aid to keep continuous improvement in our Incident Response program
- Perform analysis of security threats and network issues.
- Review logs/events from IDPS, SIEM, WAF, NG Firewall, Web Proxy and other IT related tools.
- Identify and look for Indicators of Compromise within the managed environments.
- Escalate high profile issues in a timely manner using well defined process for appropriate handling and resolution.
- Monitor all IT assets and proactively support Tier 1 technicians on incident handling and resolution when necessary.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform patch management activities accordingly with predefined process and time window, keeping Tier 1 technicians informed about the progress.
- React to onsite outage scenarios as necessary or as assigned by the IT Service Management, following all defined processes and quality standards.
- Identify affected assets related with network and security events and incidents.
- Evaluate running and terminated process related with network and security events and incidents.
- Craft and deploy mitigation and eradication strategy for network and security incidents.
- Be part of the on-call team responsible for detecting and responding to cybersecurity incidents.
Who You Are
- 2-3 years 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.
- Good understanding of IT fundamentals across networking, system, and application layers, including knowledge on hardware, software, networks, and data centers.
- Good knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Office 365, etc.).
- Good 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.
- Knowledge of public cloud solutions (Azure, AWS, Google Cloud) is required.
- Understanding of the incident response lifecycle at both technical and procedural level is required.
- Experience performing incident response on at least two of the following technologies and solutions is required: Barracuda, FortiNet, McAfee, Cisco, Veeam Backup & Replication.
- Familiar with SecDevOps and desired knowledge on scripting and automation (Powershell, Shell Scripting, Python, etc).
- Understanding of the vulnerability management process. Practical knowledge on vulnerability testing and capable to define mitigation actions.
- 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.
- Customer focused.
- Technology passionate.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Cybersecurity Analyst (Porto, Portugal)
About The Role
The Cybersecurity Analyst represents the front end for security incident handling and is key to delivering best in class resolutions for our customers and their assets. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They can provide mitigation actions under pressure, reducing business impact and protecting customer´s services.
- All CV’s must be received in English*
What You'll Do
- Perform Tier 1 and Tier 2 Security Operations Center activities such as monitoring, triaging, investigating, and responding to suspicious activity across all company assets.
- Responsible for containment and recovery of security incidents, crafting and deploying mitigation and eradication strategy.
- Perform analysis of events coming from security platforms like SIEM, IPS/IDS, EDR, Antivirus, Firewall, etc.
- Help stakeholders to determine the best course of action to remedy the problem.
- Assist with root cause analysis of security issues and documentation of lessons learned.
- Collaborate with the platform’s team in identifying use cases that leverage existing tools to enable automation and improve detection.
- Aid to identify improvements on technology, process, and techniques, to enhance security events detection and response capabilities.
- Interface with internal platform’s teams and assist with general IT security as required.
- Provide remote service assistance on regarding of security matters using the various web-based remote support tools when necessary.
- Receive and respond to security tickets escalated by Service Desk under the information security umbrella and handle it in a timely manner.
- Provide ticket update and feedback throughout the life of the support incident.
- Perform analysis of security threats and network issues.
- Escalate high profile issues in a timely manner using well defined process for appropriate handling and resolution.
- Craft and deploy mitigation and eradication strategy for network and security incidents.
Who You Are
- 4-5 years 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.
- Excellent understanding of IT fundamentals across networking, system, and application layers, including knowledge on hardware, software, networks, and data centers.
- Good knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Office 365, etc.).
- Strong 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.
- Good knowledge of public cloud solutions (Azure, AWS, Google Cloud).
- Strong understanding of the incident response lifecycle at both technical and procedural level.
- Experience performing incident response on alerts from SIEM platforms would be an asset.
- Familiar with SecDevOps and desired knowledge on scripting and automation (Powershell, Shell Scripting, Python, etc.).
- Understanding of the vulnerability management process. Practical knowledge on vulnerability testing and capable to define mitigation actions.
- 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.
- Customer focused.
- Technology passionate.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Network Support Professional (Porto, Portugal)
About The Role
The Network Support Professional represents the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. This is an on-site opportunity.
- All CV’s must be received in English.*
What You'll Do
- Troubleshoot and monitor network services, including Ethernet, L2/L3, VLAN, Wi-Fi, OSPF, BGP, Firewalls, VPN, and Internet environments.
- 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.
- Actively monitor all customer networking devices and services and respond to device-down scenarios.
- Perform device updates and reboots during customer-designated service windows.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Provide failure/root cause analysis during problem resolution process.
- Isolate, resolve and document operational and technical problems and performance bottlenecks.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Who You Are
- Degree in Engineering or Technical Course in IT area.
- Experience with Barracuda/FortiNet firewalls will be a plus.
- Experience working in a team-oriented, collaborative environment.
- Fluent in English.
- Excellent communication, documentation, interpersonal and customer service skills.
- Well-developed time management skills, with the ability to work well under time sensitive deadlines and balance multiple tasks simultaneously.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
System Support Professional (Porto, Portugal)
About The Role
The Systems Support Professional represents the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and 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.
- Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform server updates and reboots during customer-designated service windows.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Monitor, record and troubleshoot customer backup status if necessary.
- Work on night shift.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Who You Are
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).
- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
- Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).
- 3‐5 years of previous support experience working in a technology / systems department directly supporting customers.
- Fluent in English (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Ability to provide generalized end‐user training.
- Ability to communicate technical concepts and issues to non‐technical individuals.
- Demonstrated technical learning and understanding competency.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Systems Support Professional - Global (Porto, Portugal)
About The Role
The Systems Support Professional represents the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and 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.
- Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform server updates and reboots during customer-designated service windows.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Monitor, record and troubleshoot customer backup status if necessary.
- Work on night shift.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Who You Are
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).
- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
- Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).
- 3‐5 years of previous support experience working in a technology / systems department directly supporting customers.
- Fluent in English (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Ability to provide generalized end‐user training.
- Ability to communicate technical concepts and issues to non‐technical individuals.
- Demonstrated technical learning and understanding competency.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Network & Security Operator - Tier 1 (Porto, Portugal)
About The Role
The Systems Support Professional represents the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and 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.
- Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- Perform server updates and reboots during customer-designated service windows.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Monitor, record and troubleshoot customer backup status if necessary.
- Work on night shift.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
Who You Are
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, Citrix, Red Hat, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, DLL, Antivirus, Malware, Spyware, Software Installs, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Outlook‐Exchange environments, Adobe Acrobat, etc.).
- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc.
- Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.).
- 3‐5 years of previous support experience working in a technology / systems department directly supporting customers.
- Fluent in English (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Ability to provide generalized end‐user training.
- Ability to communicate technical concepts and issues to non‐technical individuals.
- Demonstrated technical learning and understanding competency.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Network & Security Operator - Tier 1 (Porto, Portugal)
About The Role
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.
- Customer focused.
- Technology passionate.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Systems Support Professional (Porto, Portugal)
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).
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
- *Availability to work between 12pm and 2am*
Who You Are
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, Antivirus, Malware, Spyware, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office 365, Google Workspace, SSO, Cloud platforms, etc.)
- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, etc.
- Basic working knowledge of (and ability to troubleshoot issues related to) Network Operations Center, monitoring and management of the network, servers, databases, firewalls, devices and related external services.
- 1-3 years of previous support experience working in a technology / systems department directly supporting customers.
- Fluent in English (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Senior Systems Support Professional - Citrix (Porto, Portugal)
About The Role
The Senior Systems Support Professional - Citrix is a critical position in the Jolera support model, and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera’s managed Citrix products.
All CVs must be received in English.
What You'll Do
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
- Handle change and service requests relating to managed Citrix services, as well as provide Citrix training to the rest of the Service Delivery team.
- Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
- Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.
- Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Actively monitor Jolera’s customer systems and services via Jolera monitoring systems.
- Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
- Perform RFC approved systems modifications and reboots.
- Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.
- Ensure customer portals are updated with systems documentation, RFC’s and backup logs, etc. as per schedule.
- Follow all other processes and quality standards as directed.
Who You Are
- Post-Secondary degree or diploma.
- This position requires strong demonstrated experience and knowledge deploying and supporting enterprise Citrix environments up to 6.5 and 7.x – Certification considered highly desirable. The candidate should have experience managing Citrix storefront, provisioning services, delivery controllers and application servers, as well as NetScaler load balancers.
- 5+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
- Demonstrated strong working knowledge of networking technologies and business applications.
- Demonstrated working knowledge of modern firewall and network technologies.
- Demonstrated ability to perform systems discoveries, and plan implementations.
- Strong written and communication skills.
- Strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Ability to work well with people from many different disciplines with varying technical abilities.
- High attention to detail.
- Strong documentation skills.
Specific to Citrix
- Netscaler SDX/VPX Advanced experience.
- Must have build/migrate SDX experience.
- Must have Unified Gateway experience.
- Must have UG Branding experience.
- Must have SSL VPN, Proxy, Content Switching experience.
- Load balancing, SSL offload, Smart Access and Smart Control.
- XenApp 7.15 or higher Advanced experience.
- Storefront/Deliver Controller.
- XenApp session host, publishing.
- Provisioning Services deployment and image management.
- Build, migration and optimization experience.
- Experience with Thin Clients.
- Advanced troubleshooting.
- Access/Control and Citrix Policies.
- User Profile Management.
- MCS experience.
- Foundational experience.
- Windows/Microsoft Stack (Active Directory, DNS, DHCP, etc.).
- Routing/switching/networking.
- VMWare/Hyper-V Experience.
- SAN experience.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Senior Systems Support Professional - Citrix (Porto, Portugal)
About The Role
The Senior Systems Support Professional - Citrix is a critical position in the Jolera support model, and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera’s managed Citrix products.
All CVs 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).
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.
- Actively monitor all customer systems and services and respond to device-down scenarios.
- Develop knowledge of multiple systems and processes in order to troubleshoot problems.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
- Follow all other processes and quality standards as assigned by the Service Desk Manager.
- *Availability to work between 12pm and 2am*
Who You Are
- College diploma or equivalent.
- Current industry‐relevant certifications (Microsoft, Cisco, VMware, etc.) would be an asset.
- Strong knowledge of (and ability to troubleshoot issues related to) Operating System, Antivirus, Malware, Spyware, Active Directory, Printers, Mobile Device activation, etc.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office 365, Google Workspace, SSO, Cloud platforms, etc.)
- Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, etc.
- Basic working knowledge of (and ability to troubleshoot issues related to) Network Operations Center, monitoring and management of the network, servers, databases, firewalls, devices and related external services.
- 1-3 years of previous support experience working in a technology / systems department directly supporting customers.
- Fluent in English (mandatory).
- Strong written and communication skills; strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Systems Engineer (Porto, Portugal)
About The Role
The Systems Engineer must provide technical leadership and consulting expertise across the organization, from the point of strategic decision making down to project planning and execution. The Systems Engineer is also responsible for presenting findings and recommendations at all levels within the company to gain commitment for high-level IT plans, as well as initiating and participating in projects to evaluate various technologies and methods for successfully implementing those plans. The incumbent will help bring companies vision to life.
All CVs must be received in English.
What You'll Do
- Partners with the engineering, infrastructure, security and project management teams to help implement new systems that are scalable and highly resilient.
- Provides systems and services expertise and drive operational best practices.
- Participates in capacity and scalability planning.
- Researches, develops, and implements new technologies and practices.
- Leverages or builds appropriate technical tools to perform administration tasks, root-cause analysis and service restoration (such as back up, restore, failover, log interpretation, and performance monitoring).
- Develops and maintains positive and cooperative relationships, inside and outside of teams, interacting in a friendly, open, honest, and accepting manner.
- Mentors junior systems administrators.
- Support escalations from Tier 1 and Tier 2 Operational staff to troubleshoot and resolve escalated incidents and/or service requests.
- Responsible for the maintenance, configuration, and manage virtual servers, and integrate automation processes.
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
- Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.
- Responsible for disaster recovery testing and restoration of critical services during DR events.
- Monitoring and managing all installed systems and infrastructure.
- Design, implement, configure, and maintain various Azure SaaS Cloud Services such as Azure AD, AIP, ATP, ASR, CAS, EM+S, Teams, Intune, AAD Connect, Exchange Online and O365.
- Deploy and maintain Azure IaaS Virtual Machines and Azure Application and Networking Services to support growth into the cloud.
- Optimize Azure buildouts for cost/performance (VM optimization, reserved instances, etc.).
- Implementation and Delivery of Microsoft Azure projects.
- Provide documentation and technical specifications on reporting's for planning and implementing new or upgrades of IT infrastructure at our customers.
- Establish, configure, test and maintain operating systems, application software and system management tools.
- Preform Assessment reports to recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Works to develop internal SOPs and Service handbooks for key systems and services.
- Document, and execute multiple simultaneous high-quality projects by collaborating with all internal and external teams.
- Drive R&D (Research and Development) initiatives, work with managers and teams to identify innovative technologies in line with IT strategy and deliver POC.
Who You Are
- Bachelor’s Degree, or equivalent experience.
- 5+ years of experience with supporting open-source infrastructure, systems administration, as well as hardware and software troubleshooting.
- Familiarity with various operating systems (Linux, Windows), databases (MySQLv, Oracle).
- Solid understanding of Microsoft Windows systems administration.
- Experience with virtualization technologies such as VMware and HyperV;
- Additional advanced certifications (i.e. Microsoft, VMWare, etc.).
- Experience with DNS and DHCP technologies.
- Experience with PowerShell.
- Experience with system performance monitoring & fine-tuning.
- Experience with back up technologies.
- Experience working with SAN/NAS storage environments.
- Experience in Oracle and MS SQL environments a plus.
- Keen on working with new technologies in the cloud environment with leading cloud providers as AWS and Azure.
- AWS certification is a plus.
- Design / Plan and Implement changes to existing customer infrastructure.
- Proven experience in project execution.
- Strong analytical and problem-solving ability to effectively prioritize and execute tasks.
- Good team communication skills, with technical and non-technical colleagues.
- Experience writing detailed and clear procedures and documentations that are easy to follow.
- Strong self-motivation and ability to work independently or in a group setting.
- Strong ability to interface across the organization with other teams and managers of all levels.
- Good written, oral and interpersonal communication skills.
- Highly self-motivated and directed with keen attention to details.
- High level of interest in the latest technologies.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Bilingual Team Lead, Service Delivery (Toronto / Calgary, Canada)
About The Role
The Bilingual Team Lead, Service Delivery represents and supervises the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.
All CVs must be received in English.
Attributes
At Jolera we follow a ‘customer first’ approach in an endeavor to provide The Ultimate Service Experience. The following attributes are necessary in order for the individual to succeed in the role of a Team Lead:
- Customer service oriented.
- Leadership (lead by example).
- Strong interpersonal skills.
- Detail oriented.
- Strong influencer.
- Ability to build and manage relationships.
- Strong communicator.
- Solution oriented.
- Strong organizational, time management and planning skills.
- Ability to work under immense pressure.
- Continuous improvement focus.
- Fully Bilingual in French/English
What You'll Do
The following responsibilities form the broad outline of the mandate of the role, but the role in itself is not limited to what is described below. The individual will be provided with specific goals, objectives and targets for each year; and these will be closely aligned with the organizational imperatives.
- Ensure that all calls are being answered in an expedient manner.
- Maintaining an average speed of answer of 20 secs and an abandon rate of less than 5%.
- Supervise a team of Service Desk Professionals across a geographically distributed footprint (multiple time zones).
- Ensure all inbound requests are responded to and dealt with as per Jolera standards & processes and specific customer requirements.
- Ensure that SLAs are being met for responsiveness and resolution on tickets. SLA management is a key responsibility of this function.
- Confirm all issues and requests are captured via the ticketing system to Jolera standards of detail and quality.
- Actively participate as required in escalation management, including after business hours and on weekends which includes on call/off shift paging.
- Escalate and triage tickets to appropriate Jolera field engineers, Enterprise Architects, or Customer internal resources based on established processes.
- Escalate high profile issues to the Leadership Team and the Relationship Manager(s) for appropriate handling and routing.
- Ensure knowledge transfer of multiple systems and processes to enable team to troubleshoot problems.
- Ensure active monitoring of all customer systems and services; including heightened responsiveness to issues identified.
- Ensure that the scheduled server updates and reboots are being performed 100% and during customer blackout periods.
- Ensure customer portals are updated with CRM logs, backup logs, and customer feedback as per schedule.
- Ensure that a statistically valid sample size of customer interactions is monitored, and quality assessed.
- Ensure that the team members are provided with regular feedback.
- Work with the Service Desk Manager to performance manage the staff through the score carding process.
- Follow all other processes and quality standards as assigned by the Jolera leadership team.
- Provide technical leadership and guidance to staff; take responsibility for the training and coaching.
Who You Are
- University or college degree or equivalent experience.
- CompTIA A+ and CompTIA Network+.
- Fully Bilingual (Written and Spoken) in English/French
- 5 years of previous supervision experience working in a technology/systems department directly supporting customers.
- Demonstrated working knowledge of networking technologies and business applications.
- Certification and/or equivalent demonstrated experience with MS solutions stack.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Generalized end user training.
- Understands the concepts of team building and can apply them.
- Ability to communicate technical concepts and issues to non-technical individuals.
- Demonstrated leadership skills.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Systems Engineer (Porto, Portugal)
About The Role
The Systems Engineer must provide technical leadership and consulting expertise across the organization, from the point of strategic decision making down to project planning and execution. The Systems Engineer is also responsible for presenting findings and recommendations at all levels within the company to gain commitment for high-level IT plans, as well as initiating and participating in projects to evaluate various technologies and methods for successfully implementing those plans. The incumbent will help bring companies vision to life.
All CVs must be received in English.
What You'll Do
- Partners with the engineering, infrastructure, security and project management teams to help implement new systems that are scalable and highly resilient.
- Provides systems and services expertise and drive operational best practices.
- Participates in capacity and scalability planning.
- Researches, develops, and implements new technologies and practices.
- Leverages or builds appropriate technical tools to perform administration tasks, root-cause analysis and service restoration (such as back up, restore, failover, log interpretation, and performance monitoring).
- Develops and maintains positive and cooperative relationships, inside and outside of teams, interacting in a friendly, open, honest, and accepting manner.
- Mentors junior systems administrators.
- Support escalations from Tier 1 and Tier 2 Operational staff to troubleshoot and resolve escalated incidents and/or service requests.
- Responsible for the maintenance, configuration, and manage virtual servers, and integrate automation processes.
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
- Perform or delegate regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.
- Responsible for disaster recovery testing and restoration of critical services during DR events.
- Monitoring and managing all installed systems and infrastructure.
- Design, implement, configure, and maintain various Azure SaaS Cloud Services such as Azure AD, AIP, ATP, ASR, CAS, EM+S, Teams, Intune, AAD Connect, Exchange Online and O365.
- Deploy and maintain Azure IaaS Virtual Machines and Azure Application and Networking Services to support growth into the cloud.
- Optimize Azure buildouts for cost/performance (VM optimization, reserved instances, etc.).
- Implementation and Delivery of Microsoft Azure projects.
- Provide documentation and technical specifications on reporting's for planning and implementing new or upgrades of IT infrastructure at our customers.
- Establish, configure, test and maintain operating systems, application software and system management tools.
- Preform Assessment reports to recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Works to develop internal SOPs and Service handbooks for key systems and services.
- Document, and execute multiple simultaneous high-quality projects by collaborating with all internal and external teams.
- Drive R&D (Research and Development) initiatives, work with managers and teams to identify innovative technologies in line with IT strategy and deliver POC.
Who You Are
- Bachelor’s Degree, or equivalent experience.
- 5+ years of experience with supporting open-source infrastructure, systems administration, as well as hardware and software troubleshooting.
- Familiarity with various operating systems (Linux, Windows), databases (MySQLv, Oracle).
- Solid understanding of Microsoft Windows systems administration.
- Experience with virtualization technologies such as VMware and HyperV;
- Additional advanced certifications (i.e. Microsoft, VMWare, etc.).
- Experience with DNS and DHCP technologies.
- Experience with PowerShell.
- Experience with system performance monitoring & fine-tuning.
- Experience with back up technologies.
- Experience working with SAN/NAS storage environments.
- Experience in Oracle and MS SQL environments a plus.
- Keen on working with new technologies in the cloud environment with leading cloud providers as AWS and Azure.
- AWS certification is a plus.
- Design / Plan and Implement changes to existing customer infrastructure.
- Proven experience in project execution.
- Strong analytical and problem-solving ability to effectively prioritize and execute tasks.
- Good team communication skills, with technical and non-technical colleagues.
- Experience writing detailed and clear procedures and documentations that are easy to follow.
- Strong self-motivation and ability to work independently or in a group setting.
- Strong ability to interface across the organization with other teams and managers of all levels.
- Good written, oral and interpersonal communication skills.
- Highly self-motivated and directed with keen attention to details.
- High level of interest in the latest technologies.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Senior Systems Support Professional (Toronto, Canada)
About The Role
The Senior Systems Support Professional is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera’s managed firewall products.
In this role, you are required to be in office at our Toronto HQ daily.
What You'll Do
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
- Perform deployments of new firewalls and management/support of deployed firewalls.
- Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
- Escalates tickets to appropriate Enterprise Architect, or Customer internal resources based on Jolera and client processes.
- Escalate high profile issues to the Enterprise Architect team for appropriate handling and routing.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Actively monitor Jolera’s customer systems and services via Jolera monitoring systems.
- Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
- Perform RFC approved systems modifications and reboots.
- Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.
- Ensure customer portals are updated with systems documentation, RFC’s and backup logs, etc. as per schedule.
- Follow all other processes and quality standards as directed.
Who You Are
- Post-Secondary degree or diploma.
- 4+ years of previous field engineer experience working in a technology/systems department directly supporting customers.
- Demonstrated strong working knowledge of networking technologies and business applications.
- Citrix Experience highly desirable.
- Demonstrated working knowledge of modern firewall technologies.
- Demonstrated ability to perform systems discoveries, and plan implementations.
- Strong written and communication skills.
- Strong interpersonal skills.
- Strong organizational and planning skills.
- Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
- Ability to work well with people from many different disciplines with varying technical abilities.
- High attention to detail.
- Strong documentation skills.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Generalized end user training.
- Understands the concepts of team building and can apply them.
- Ability to communicate technical concepts and issues to non-technical individuals.
- Demonstrated technical leadership.
- Full Driver’s License and reliable vehicle an asset.
- French/Spanish/Portuguese speaking an asset.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
ELK Architect/Engineer - Remote (Toronto)
About The Role
Are you passionate about Cybersecurity and have experience building and deploying distributed ELK (Elasticsearch, Logstash, and Kibana) stacks?
Do you have an ownership mindset? Do you want to be heard and recognized?
Tired of applying to positions and never getting feedback?
Apply for this position and you will be contacted.
The ELK Architect will help develop, enhance, design, deploy, and maintain our cyber programs, data analytics, threat hunting, and machine learning modules.
What You'll Do
- Be the primary subject matter expert for log ingestion/analysis.
- Develop ELK stacks as infrastructure as code.
- Implement Logstash configuration files, setup data pipelines for various log types such as Syslog.
- Design, access, and maintain data stores, feeds, and associated tools based on ELK to fully integrate environments with multiple data sources including third-party applications.
- Develop automation scripts to identify anomalies and visualize them in Kibana.
- Identify, design, and implement improvements such as automating manual processes, optimize delivery of data, and re-design infrastructure as required.
- Assist in the development of network intrusion analytics as part of a larger team.
- Configure and maintain Linux-based OS in support of ELK stack.
- Document the installation and configuration for production deployments.
Who You Are
- A Bachelor's degree in software development, computer science, or information technology or related field required.
- 2+ years of experience with Elastic Stack cluster architecture, design and deployment.
- 3+ years experience with ELK for log ingestion and analysis in production environments. Must have designed and implemented an ELK solution including Elasticsearch, Logstash, Kibana.
- 2+ years experience with security monitoring activities; threat hunting, threat detection, and incident response.
- Ability to configure, maintain, and troubleshoot multiple Elastic environments at customer sites on-premise instances and cloud instances.
- Strong understanding of DevOps and Agile methodologies.
- Experienced with data ingestion, indexing in Elasticsearch.
- Deep knowledge of Linux distros including deployment, management, and security.
- Infrastructure as code experience, such as Terraform.
- AWS or Azure Certification (DevOps, Solutions Architect, etc.)
- Experience with containerized orchestration technologies like Kubernetes, Docker, Ansible, Jenkins, Chef, Puppet, etc.
- Scripting experience with Python, Bash, Java, PowerShell.
- Must be able to learn, understand, and apply new technologies.
- Working knowledge of networking fundamentals including DNS, VPN, VPC network interfaces.
- Understanding of security data and controls.
- Comfortable working on multiple tasks simultaneously.
- Strong verbal and written communication skills; ability to work in a team environment.
- Ability to work independently with minimal direction; self-starter/self-motivated.
- Technical writing experience.
- Security Certifications: Security +, CISSP, SANS Certifications, Network +, OSCP are a plus.
- Experience with SIEM technologies such as Splunk ES, QRadar, McAfee, HP ArcSight and/or LogRhythm are a plus.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Sharepoint Developer (Calgary, Canada)
About The Role
We are looking to hire a talented SharePoint Developer to create customized SharePoint solutions. As a SharePoint developer, you will be responsible for configuring and customizing SharePoint systems according to company specifications, building scalable web applications, writing and modifying code, debugging software, and training staff.
To ensure success as a SharePoint developer, you should have extensive knowledge of SharePoint and MS Office software, proficiency with front-end programming languages, and the ability to solve complex software issues. Ultimately, a top-class SharePoint developer can create clean, scalable SharePoint websites that meet all company design and functionality requirements.
What You'll Do
- Meeting with the design team to review website and application requirements.
- Setting tasks and development goals.
- Configuring the company SharePoint systems to specified requirements.
- Developing new web components using XML, .NET, SQL, and C#.
- Designing, coding, and implementing scalable applications.
- Extending SharePoint functionality with forms, web parts, and application technologies.
- Testing and debugging code.
- Reviewing website interface and software stability.
- Troubleshooting software issues.
- Maintaining and updating SharePoint applications.
- Develops automation tools and processes to help scale operations.
- Participates in capacity and scalability planning.
- Develops and maintains positive and cooperative relationships, inside and outside of teams, interacting in a friendly, open, honest, and accepting manner.
- Performs other related duties as assigned.
- Design, document, and execute multiple simultaneous high-quality projects (from dev to prod) by collaborating with all internal and external teams. Act as a coach, contribute to people empowerment, incorporate company standards and identify new/good practices to share.
- Document, and execute multiple simultaneous high-quality projects by collaborating with all internal and external teams.
- Drive R&D (Research and Development) initiatives, work with managers and teams to identify innovative technologies in line with IT strategy.
- Stay trained, cultivate expert knowledge about architectures domains and technologies. Attend to conferences to learn new tech/practices and collect concrete experience feedback. Communicate on findings (in Teams, newsletters), link with R&D work-streams.
Who You Are
- Bachelor’s Degree, or equivalent experience.
- Minimum of 3+ years of experience in programming.
- Previous experience as a SharePoint developer.
- Extensive knowledge of C#, ASP.NET, and .NET Frameworks.
- Familiarity with JavaScript, HTML5, CSS, XML, jQuery, SQL Server, and Web Services.
- High-level coding skills.
- Ability to solve complex software issues.
- Proven experience in project execution.
- Strong analytical and problem-solving ability to effectively prioritize and execute tasks.
- Good team communication skills, with technical and non-technical colleagues.
- Experience writing detailed and clear procedures and documentations that are easy to follow.
- Strong self-motivation and ability to work independently or in a group setting.
- Strong ability to interface across the organization with other teams and managers of all levels.
- Good written, oral and interpersonal communication skills.
- Highly self-motivated and directed with keen attention to details.
- High level of interest in the latest technologies.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Field Services Specialist (Toronto, Canada)
About The Role
In this role, you will be providing split support to the Service Delivery Team (50%) as well as the Field Services Team (50%).
While supporting the Service Delivery Team, you will provide remote service assistance using various web-based remote support tools when necessary. While servicing the Field Services Team, you will be interacting with our clients and users at various locations across the city. At times, travel will be required (up to 15-20%)
While at our clients’ offices, you’ll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, laptops, smartphones, and other peripherals. You will also configure devices, manage inventory, perform maintenance tasks, and update documentation.
You’ll have hands-on experience working with Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP/DNS, VMware, Office 365, and more.
This position will require the candidate to carry a mobile phone and perform on-call duties as required. Some overtime may be required in this position. Reliable access to personal transportation is a requirement.
What You'll Do
- Process service tickets and assign to appropriate service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Escalate high-profile issues to the Service Desk Manager for appropriate handling and routing.
- React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager/Field Services Manager.
- Responsible for the overall administration of the desktop, laptop, and peripherals at specific location.
- Install, configure, and diagnose client workstations and equipment.
- Conduct on-site problem determination and analysis.
- Provide advice and technical guidance to end users and technical resources as the situation warrants.
- Go on site to support customers or projects that can’t be performed remotely as well as routine maintenance.
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
- Document in detail the activities carried out as well as the technical information collected.
- Maintenance of the internal network cabling and cross-connects. Executing changes as required.
- Maintenance of network printer devices.
- Assist with account management activities.
- Responsible for the use of the site ticketing system to record all problems, incidents and changes. Ensuring accurate resolution notes for each ticket.
- Identify and escalate production critical issues to the appropriate groups.
- Perform data backup and recovery at a user level, as required.
- Comply with internal controls and policies as applicable.
- Responsible for on-call/as-needed support for remote locations.
- This position requires some overtime/on-call hours and carrying a mobile phone.
Who You Are
- 3-5 years’ experience in a technical support role.
- Relevant Degree/Diploma or equivalent.
- Proven problem solving and analytical skills.
- Must have access to a vehicle with a valid drivers license.
- Excellent attention to detail.
- Ability to document processes and accept feedback.
- Strong ability to work within a team environment.
- Excellent communicator and personable.
- Some knowledge of database technologies and asset.
- Ability to make sound judgement calls and escalate to senior resources when needed.
- Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
- Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
- Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.
- Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.).
- Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
Assets
- Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTia A+, Network+.
- Basic working knowledge of Linux and Unix.
- Past experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
- Hands-on Experience with print publishing software.
- Experience in time-critical manufacturing/production environments.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Systems Engineer – Citrix (Toronto, Canada)
About The Role
The Systems Engineer – Citrix must provide technical leadership and consulting expertise across the organization, from the point of strategic decision making down to project planning and execution. The Systems Engineer - Citrix is also responsible for presenting findings and recommendations at all levels within the company to gain commitment for high-level IT plans, as well as initiating and participating in projects to evaluate various technologies and methods for successfully implementing those plans. The incumbent will help bring companies vision to life.
What You'll Do
- Partners with the engineering, infrastructure, security and project management teams to help implement new systems that are scalable and highly resilient.
- Provides systems and services expertise and drive operational best practices.
- Participates in capacity and scalability planning.
- Researches, develops, and implements new technologies and practices.
- Leverages or builds appropriate technical tools to perform administration tasks, root-cause analysis and service restoration (such as back up, restore, failover, log interpretation, and performance monitoring).
- Develops and maintains positive and cooperative relationships, inside and outside of teams, interacting in a friendly, open, honest, and accepting manner.
- Performs installation, monitoring, testing, configuration, migration, maintenance and troubleshooting of assigned technology.
- Must be familiar with the use of Citrix products in both internal office environments and external remote access situations.
- Demonstrate expertise in installing and configuring applications for optimal performance in server environments.
- Demonstrate expertise in monitoring the Citrix environment and optimizing system performance understanding that the Citrix platform must provide equivalent performance and matching user experience.
- Participate in Disaster Recovery planning and testing.
- Optimize server creation and management to ensure quick recovery and flexibility in disaster scenarios.
- Ensure stability and performance of Citrix Servers.
- Work closely with virtualization and storage teams to ensure optimal configuration of virtual servers.
- Manage implementations of new servers, new OS releases and product updates.
- Demonstrate ability to learn business processes and requirements of other departments as needed to optimize system features and enhance user efficiency.
- Provide documentation and technical specifications on reporting's for planning and implementing new or upgrades of IT infrastructure at our customers.
- Establish, configure, test and maintain operating systems, application software and system management tools.
- Preform Assessment reports to recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Works to develop internal SOPs and Service handbooks for key systems and services.
- Document, and execute multiple simultaneous high-quality projects by collaborating with all internal and external teams.
- Drive R&D (Research and Development) initiatives, work with managers and teams to identify innovative technologies in line with IT strategy and deliver POC.
Who You Are
- Bachelor’s Degree, or equivalent experience. Citrix certifications are a plus.
- 5+ years of experience in the design, implementation, monitoring and troubleshooting of CVAD, AD and Citrix Cloud environments.
- Expert experience with Citrix Virtual Apps and Desktops (XenApp & XenDesktop), Citrix ADC, AAA-TM.
- Extensive experience in the following areas: Endpoint Management (XenMobile Server), Content Collaboration, Hypervisor (XenServer), Analytics.
- Extensive experience with Multisession and Single Session VDI deployments based off MCS, PVS and other provisioning technologies.
- Experience with deployment and support with a variety of hypervisor technologies (Vmware, Hyper-V, Nunatix, etc).
- Strong knowledge in core Microsoft technologies and platforms: Windows Server, Active Directory, Group policy, IIS, DNS, DHCP, SQL Server, AD-CS
- Strong knowledge of SSO technologies, SAMI, OAuth and ADFS.
- Advanced scripting and automation skills.
- Extensive experience implementing and administering/managing technical solutions in major, large-scale system implementations
- High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy.
- Proven experience in project execution.
- Strong analytical and problem-solving ability to effectively prioritize and execute tasks.
- Good team communication skills, with technical and non-technical colleagues.
- Experience writing detailed and clear procedures and documentations that are easy to follow.
- Strong self-motivation and ability to work independently or in a group setting.
- Strong ability to interface across the organization with other teams and managers of all levels.
- Good written, oral and interpersonal communication skills.
- Highly self-motivated and directed with keen attention to details.
- High level of interest in the latest technologies.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Senior Systems Support Professional, Tier 3 (Toronto, Canada)
About The Role
The Senior Systems Support Professional – Tier 3 is a critical position in the Jolera support model and is key to delivering best in class resolutions for our customers and their employees and/or members. The incumbent will have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service. The Senior Systems Support Professional role will have a primary focus on deployments and support of Jolera's managed firewall products.
This is an in-office job. You will be required to be in office at our Toronto HQ daily.
What You'll Do
- Perform deployments of new firewalls and management/support of deployed firewalls.
- Design, implement and supports network infrastructure including firewalls, security event management and security related software solutions.
- Troubleshoots network problems and recommends corrective actions.
- Using personal/team knowledge and the customer’s engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
- Confirm all issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
- Follows documented network/IT processes and procedures, reviews existing business processes and works to improve systems operations.
- Escalate high profile issues and/or tickets to the appropriate Enterprise Architect team for appropriate handling and routing.
- Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Actively monitor Jolera’s customer systems and services via Jolera monitoring systems.
- Ensure all customer requests are handled, documented and escalated during Queue shifts as scheduled/directed.
- Follow all other processes and quality standards as directed.
Who You Are
- 5+ years’ experience with deploying and supporting Fortinet Security Solutions.
- Experience and knowledge of network monitoring/management technologies.
- SNMP, Netflow, syslog, monitoring applications, etc.
- 3+ years of experience with network security technologies, advanced configuration, and best practices with Fortinet Security Devices.
- 5+ years of configuration experience on network and security equipment.
- Configuration experience and strong understanding of core networking technologies.
- Possess the knowledge to be responsible to work on and/or assist with more complex implementations and/or problem resolution.
- Strong overall communication skills and can make a significant contribution to Jolera’s success.
- Generalized end user training.
- Ability to use good judgment and decision-making skills.
- Understands the concepts of team building and can apply them.
- Ability to communicate technical concepts and issues to non-technical individuals.
- Demonstrated technical leadership.
Languages
- Very Strong English.
- French would be an assets.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Network Systems Engineer (Toronto, Canada)
About The Role
The Network Systems Engineer must provide technical leadership and consulting expertise across the organization, from the point of strategic decision making down to project planning and execution. The Network Systems Engineer is also responsible for presenting findings and recommendations at all levels within the company to gain commitment for high-level IT plans, as well as initiating and participating in projects to evaluate various technologies and methods for successfully implementing those plans. The incumbent will help bring companies vision to life.
What You'll Do
- Partners with the engineering, infrastructure, security and project management teams to help implement new systems that are scalable and highly resilient.
- Provides systems and services expertise and drive operational best practices.
- Participates in capacity and scalability planning.
- Researches, develops, and implements new technologies and practices.
- Leverages or builds appropriate technical tools to perform administration tasks, systems monitoring, root-cause analysis and service restoration (such as back up, restore, failover, log interpretation, and performance monitoring).
- Develops and maintains positive and cooperative relationships, inside and outside of teams, interacting in a friendly, open, honest, and accepting manner.
- Support escalations from Tier 1 and Tier 2 Operational staff to troubleshoot and resolve escalated incidents and/or service requests.
- Perform network infrastructure maintenance and system upgrades including service packs, patches, hot fixes and security configurations.
- Monitor network and system resource utilization, trending, and capacity planning.
- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure.
- Review and assess customer network infrastructure, to prepare assessment reports which details recommendations and best practices for future upgrades.
- Prepare design and request for change (RFC) documents, which elaborates procedures and steps to do network infrastructure upgrades and migrations.
- Directly involve on network infrastructure upgrade and migration engagements, which requires to face partners or customers.
- Select and implement security tools, policies, and procedures in conjunction with the company’s security team.
- Provide documentation and technical specifications on reporting's for planning and implementing new or upgrades of IT infrastructure at our customers.
- Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within the Jolera CS system.
- Works to develop internal SOPs and Service handbooks for key systems and services.
- Document, and execute multiple simultaneous high-quality projects by collaborating with all internal and external teams.
- Drive R&D (Research and Development) initiatives, work with managers and teams to identify innovative technologies in line with IT strategy and deliver POC.
Who You Are
- Bachelor’s Degree, or equivalent experience.
- 3+ years experience in a network administration role.
- Senior level knowledge of networking concepts and practices.
- Proven network engineering, network operations, and network performance analysis skills.
- Conversant with multi-vendor network and security devices.
- In-depth understanding and hands on experience dealing with layer-2 and layer-3 network issues, including but not limited to, STP and dynamic routing.
- Hands-on technical troubleshooting capabilities.
- Knowledge of computing infrastructures.
- Familiarity with server management and monitoring tools.
- Previous experience with Microsoft Windows Server 2008, 2012, and 2016 preferred.
- MCSE certification a plus.
- Strong knowledge and experience with at least two networking vendors (ex: HP,Aruba, Cisco, Extreme Networks, Juniper).
- CISSP, CCNA, or CCNP certification a plus.
- Exceptional critical thinking and problem solving ability.
- Design / Plan and Implement changes to existing customer infrastructure.
- Proven experience in project execution.
- Strong analytical and problem-solving ability to effectively prioritize and execute tasks.
- Good team communication skills, with technical and non-technical colleagues.
- Experience writing detailed and clear procedures and documentations that are easy to follow.
- Strong self-motivation and ability to work independently or in a group setting.
- Strong ability to interface across the organization with other teams and managers of all levels.
- Good written, oral and interpersonal communication skills.
- Highly self-motivated and directed with keen attention to details.
- High level of interest in the latest technologies.
Why Jolera?
- Competitive salary depending on your experience
- Young and dynamic corporate culture
- Employee benefit package
- Opportunity to advance skills through technical certifications and internal training programs
Applications
- Send your CV in English to: hr@jolera.com
Jolera welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Applicants with disabilities may contact Jolera coordinators via telephone, fax, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Jolera at 1-800-292-4078 or hr@jolera.com