Wait, What Do You Do?

Thanks for the click. We know your time is valuable so we will get right to it. We’ve amassed some of the best and brightest minds in cybersecurity who are passionate about protecting the digital world. Our team blends advanced technology alongside deep expertise to tackle the toughest cyber threats out there. Put simply, our mission is to stay ahead of the curve and create a safer digital landscape for our partners, and we think adding an MSSP Analyst L1 will up our cyber game. The MSSP’s role is to provide managed security services to clients, ensuring the protection and monitoring of essential resources. This includes responding to security incidents, operationalizing security tools, and achieving business risk and cloud strategy goals What you’ll be doing. <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Provide Tier-1 support services for Exchange and Office 365 environments.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Resolve incidents for messaging clients over the phone in a Call Center environment and by tickets.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Perform basic troubleshooting for desktop, Microsoft Office, and Outlook configurations.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Maintain Metric goals, SLA goals, and customer satisfaction goals.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Support customers over the phone regarding various messaging issues.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Review support requests from within a help desk ticketing system.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Perform outbound calls to obtain additional information for troubleshooting and provide solutions to customer issues.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Perform initial troubleshooting and escalate to a higher tier if needed.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Analyze mail flow, routing, and internet headers.</li> </ul> What does it take to succeed in this role? <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Friendly presence and helpful attitude.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Good interpersonal skills and ability to work well with others.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to provide technical support over the phone in a professional and courteous manner.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Excellent written and verbal skills.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Attention to detail.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Good problem-solving skills.</li> </ul>   <h3>What are desirables?</h3> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Understanding of SMTP message flow.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Ability to read email headers.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At least 2 years in college in any related field.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">At least 1 year phone support/call center or customer service experience.</li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong working knowledge of common operating systems and software applications or strong aptitude to learn technical subjects.</li> </ul>   In addition to the technical expertise, we expect respect, opinions, and thoughtful input. <h3>How we work?</h3> Our 3 values define how we operate internally as well as externally: <ul> <li>Vision - We embrace a forward-thinking mindset. Our team has a clear and inspiring picture of the future that helps drive our decisions towards creating and delivering world-class security services.</li> <li>Velocity - We have a bias for action. We move swiftly and with purpose toward our goals and objectives and can easily adapt (and adjust) along the way.</li> <li>Vigilance - We foster a culture of proactive awareness for our company and our customers, who trust us to be an extension of their team. We are always looking for areas where we can innovate, improve, fix, transform and revolutionize, which ensures the protection, safety and success of everyone at SilverSky.</li> </ul> Individuals that can act intelligently and confidently without an ego will thrive. If this sounds interesting and you are passionate about redefining how the world thinks about cybersecurity, we want to hear from you. Apply now if you are interested in learning more about how we can change the rules of engagement, together.   Work Arrangement This is an onsite position based in the United States. At this time, we are not hiring candidates who require visa sponsorship. All applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship.   About SilverSky We are a global cyber security company with more than 20 years of professional experience in the industry. 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. 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