Systems Engineer – Secure IT – Mail

Jolera Inc.

Porto, Portugal
Posted 3 weeks ago

The Ultimate Service Experience

Jolera Inc. is a multinational technology hybrid aggregate service provider (HASP) focused on delivering IT solutions for its customers and channel partners. Jolera’s core services include customized technology solutions, IT assessments and strategic plans, IT device & infrastructure management, data backup and recovery solutions, cloud and on-premise migrations, enterprise-grade security services and 24/7/365 quad-lingual end-user support services. With a growing staff of over 150 people, Jolera’s team designs and delivers technology systems encompassing the following traits – effectiveness, competitiveness, scalability and value.

Responsibilities:

The following responsibilities form the broad outline of the mandate of the role, but the role 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.

  • Assist with the configuration critical platforms for Email security and business processes
  • Solid understanding of authentication controls such as SPF, DKIM, DMARC, and S/MIME Digital signatures.
  • Experience with rule/policy development, URL/Attachment defense, Virus/Spam defense, Quarantined email processing, Sandbox containment, Log Analysis and
  • Tracking, and other general security principles
  • Solid understanding of event correlation and forensic investigation to identify threat vectors and indicators of compromise (IOC)
  • Perform various activities as they relate to Email Security:
  • Identify gaps and vulnerabilities across the enterprise, and remediate or escalate as needed
  • Assist with operational and compliance activities
  • Identify and dispute/report false positives/negatives to vendors
  • Maintain processes and procedures documentation (Run Books)
  • Data analysis of reports and logs to identify root causes of incidents
  • Commitment to continuous process improvement
  • Ability to manage competing priorities in a fast paced environment; and make data driven decisions
  • Experience working on tickets within an enterprise ticketing system (i.e. ServiceNow)
  • Experience with email security concepts SPF, DKIM, DMARC and S/MIME encryption and digital signatures
  • Solid Email Security and Networking experience- TCP/IP, Firewalls, DNS, SMTP, HTTP/S, PKI, Load Balancing
  • Technical understanding of certificates, encryption, SSL and TLS
  • Work in a rapid paced environment
  • Interact with Customers, evaluate and recommend email security solution
  • Create, maintain, and implement detailed documentation and maintain standard operating procedures
  • Apply security settings and other commercial security best practices
  • Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA)
  • Provide remote service assistance remote support tools when necessary
  • 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 Platform Delivery 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
  • Work rotating shifts as scheduled by the Service Desk Manager
  • Follow all other processes and quality standards as assigned by the Platform Delivery Manager

Qualifications:

  • College diploma or equivalent experience
  • CompTIA A+
  • CompTIA Network+
  • Very strong English communications and ability to communicate technical concepts to non-technical users
  • 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, SCCM, Mobile Device activation, etc. (3-5 years of experience)
  • Strong knowledge of Apple Macintosh computing for business (OS X, Open Directory, integration to Active Directory, JAMF, AppleScript, Apple Remote Desktop (ARD), Fusion, etc.) (3-5 years of experience)
  • Basic working knowledge of Linux and Unix would be a strong asset (1-2 years of experience)
  • Basic working knowledge of server‐side applications and technologies, including (but not limited to) Exchange Server, WSUS, Hyper‐V, VMware vSphere, Citrix Xenserver, etc. (1-2 years of experience)
  • Basic working knowledge of pro‐consumer computer hardware and software interaction (Application / OS threading, memory swapping, disk storage subsystems, etc.) (1-2 years of experience)
  • 3‐5 years of previous support experience working in a technology / systems department directly supporting customers
  • Strong written and communication skills; strong interpersonal skills
  • Strong organizational and planning skills
  • Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization

Required Experience and General Competencies:

  • Customer interface experience
  • Experience with Email Security solutions and best practices
  • System (hardware) and application (software) installation and configuration
  • System monitoring using installed tools as well as external tools
  • Application of security settings and other commercial security best practices
  • Experience with configuration, troubleshooting and maintaining virtual and cloud environments
  • Excellent written and verbal communications skills
  • Ability to multitask and function in a fast-paced environment
  • Strong overall communication skills / Ability to communicate technical concepts and issues to non‐technical individuals
  • Ability to provide generalized end‐user training
  • Demonstrated technical learning and understanding competency
  • Ability to demonstrate product capabilities and features to customers
  • Working experience with Barracuda Products would be an asset

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