Service Desk Specialist L1

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We've amassed some of the best and brightest minds in cyber security 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 Level 1 Service Desk Specialist will up our cyber game.

This person will provide Tier-1 support services for Exchange and Office 365 environments. The Technician will primarily be tasked with resolving incidents for messaging clients, over the phone in a Call Center environment, and by tickets. Basic troubleshooting for desktop, Microsoft Office and Outlook configurations are required. You must be able to maintain Metric goals, SLA goals, and customer satisfaction goals.

What you'll be doing.

• 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 then escalate to a higher tier if needed
• Analyze mail flow, routing and internet headers
  
  

What does it take to succeed in this role?

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

The right person for this role will have…

• With at least 2 years in college in any related field
• With at least 1 year phone support/call center or customer service experience
• With strong working knowledge of common operating systems and software applications or with strong aptitude to learn technical subjects
• Basic knowledge of email message flow/routing
• Previous customer service experience strongly desired.
• Strong working knowledge of common operating systems and software applications.
• One year Help Desk experience or Associate Degree/ Diploma in related field.
  
  

In addition to your technical expertise, we expect respect, opinions, and thoughtful input.

How we work.

Our 3 values define how we operate internally as well as externally:

• 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.
• 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.
• 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.
  
  

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

If this opportunity sounds interesting and you are passionate about redefining how the world thinks about cyber security, 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.

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. Follow us on X and LinkedIn to learn more.