MSSP Analyst L1

What You'll Be Doing

• Provide Tier-1 support services for Exchange and Office 365 environments.
• Resolve incidents for messaging clients over the phone in a Call Center environment and by tickets.
• Perform basic troubleshooting for desktop, Microsoft Office, and Outlook configurations.
• Maintain Metric goals, SLA goals, and customer satisfaction goals.
• Support customers over the phone regarding various messaging issues.
• Review support requests from within a help desk ticketing system.
• Perform outbound calls to obtain additional information for troubleshooting and provide solutions to customer issues.
• Analyze mail flow, routing, and internet headers.

What Does It Take to Succeed in This Role?

• A friendly presence and helpful attitude.
• Good interpersonal skills and ability to work well with others.
• Ability to provide technical support over the phone in a professional and courteous manner.
• Excellent written and verbal skills.
• Attention to detail.
• Good problem-solving skills.

Desirables

• Understanding of SMTP message flow.
• Ability to read email headers.
• At least 2 years in college in any related field.
• At least 1 year phone support/call center or customer service experience.
• Strong working knowledge of common operating systems and software applications or strong aptitude to learn technical subjects.

How We Work

• Vision - Embrace a forward-thinking mindset.
• Velocity - Move swiftly and with purpose toward our goals and objectives.
• Vigilance - Foster a culture of proactive awareness for our company and our customers.

About SilverSky

Our 300+ employees are on a mission to protect our customers with comprehensive, adaptive security services that maximize technology and automate responses, while empowering security analysts to hunt for threats, react and respond immediately. It's the human enhanced response that differentiates SilverSky and allows us to create the most comprehensive managed detection and response (MxDR) solution in the industry by delivering on our Vision, Velocity, Vigilance philosophy.