Who We Are
Jolera stands as a distinguished multinational Global Systems Integrator (GSI), a vanguard in delivering comprehensive and bespoke IT solutions to a diverse clientele, encompassing both direct customers and channel partners across the globe. We are driven by a commitment to excellence, leveraging a team of over 550 highly skilled professionals to design, implement, and manage technology systems that are not only effective and competitive but also scalable and value driven. Our comprehensive suite of services includes the creation of customized technology solutions tailored to specific business needs, in-depth IT assessments and strategic planning, meticulous IT device and infrastructure management, robust data backup and recovery solutions, seamless cloud and on-premise migrations, enterprise-grade security services, and round-the-clock, 24/7/365 quad-lingual end-user support. At Jolera, we believe in empowering organizations worldwide with innovative and reliable IT solutions, and we invite you to join us in this mission.
General Summary:
The GIRC Senior Analyst serves as a technical escalation point and mentor within the GIRC team. This role supports complex troubleshooting and incident response across networking, systems, and cybersecurity. The Senior Analyst ensures high-quality service delivery, contributes to process and playbook improvements, and supports the technical development of other analysts. This position helps bridge the gap between daily operations and higher-tier engineering or specialist teams.
Essential Duties and Responsibilities:
A Senior GIRC Analyst role is a key contributor to:
- Take ownership of escalated incidents and service requests, including critical or high-priority issues that require advanced troubleshooting or coordination with third parties.
- Perform deep-dive investigation into recurring, persistent, or hard-to-replicate issues across networks, systems, security tools, and backup environments.
- Communicate effectively with internal teams, clients, and vendors during incidents.
- Complete routine maintenance tasks as well as contribute to its development.
- Participate in client facing meetings, exercises or joint efforts.
- Deliver high standard customer service, ensuring internal and external stakeholders are kept informed.
- Meet service level agreements (SLAs).
- Train new and existing team members
Knowledge, Skills, and/or Abilities Required:
- Networking & Windows Server Administration
- EDR & XDR Solutions and tools
- Firewall Management (Meraki, FortiManager, Barracuda Firewall Admin)
- Public Cloud solutions
- Enterprise Backup Solutions
- PSA systems tools (ConnectWise or ServiceNow)
- RMM (N-Central)
Expected Outcomes:
- Success in the Senior GIRC Analyst position will be based on your ability to meet or exceed our client’s expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.
- This role offers opportunities for career progression into other teams or into leadership positions within the department.
What We Offer
- Competitive compensation package
- Competitive benefits package
- Company Perks, Good Life gym, and various brand discounts
- Company events, recognition, and celebrations
- Career development and growth opportunities
At Jolera, we are committed to creating a diverse, equal and inclusive. Our goal is to attract and retain the best talent while embracing diversity in all its forms. We value and respect differences in ethnic background, gender, age, religion, identity, disability, or any other characteristic protected by applicable law.