MSSP Analyst L1

SilverSky • Fort Lauderdale, FL

6d • Onsite

About The Position

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. 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.

Requirements

• 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.

Nice To Haves

• 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.
• Individuals that can act intelligently and confidently without an ego will thrive.

Responsibilities

• 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.
• Perform initial troubleshooting and escalate to a higher tier if needed.
• Analyze mail flow, routing, and internet headers.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree