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

• 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.

• 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.

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.