Service Desk Specialist L2

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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 2 Service Desk Specialist will up our cyber game.

Working as part of the team, the successful candidate will be supporting users both locally and remotely, providing support to staff at all levels of the organization regarding tasks including but not limited to installation, repair and upgrade of end user hardware and software, corporate server support, new staff induction training, and managing meeting rooms and associated equipment. An excellent Level 2 Service Desk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be client-oriented and patient to deal with clients that are less technical.

The goal is to create value for clients that will help preserve the company’s reputation and business. The successful candidate will be joining a global support team.

This person will provide Tier-2 support services for Exchange 2013/2019/Office 365, Exchange messaging support. The Technician will primarily be tasked with resolving incidents for external and internal 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 email migrations & profile setups for POP, IMAP, MAPI, RPC/HTTPS email setups including the secure/non-secure ports. 
• Assist administrator/End-User with profile set up, and rebuilding profiles using multiple MAC & Microsoft mail clients 
• Responsible for calendar issues such as conflict messages, resource rooms, delegates setups 
• Browse and create public folders and permission for internal and external emails. 
• Analyze mail flow, routing and internet headers.
• Provide additional troubleshooting of issues escalated from Tier-1 support 

What does it take to succeed in this role?

• Efficient in using and configuring client side components (Outlook, Outlook Express, Mac Mail, Outlook 2011 for Mac, OS X, and Mobile Devices using POP & IMAP.) 
• Understanding of SMTP message flow 
• Basic understanding of troubleshooting steps that should take place for connectivity issues relating to email delays, DNS, Internet issues.
• Open to work on a shifting schedule 

The right person for this role will have…

• Vocational diploma/college degree or certifications such as A+ or N+ 
• Experience with IMAP/POP/MAPI/OWA/HTTPS – ports that should be used 
• Experience with Exchange 2010– 2019– Office 365
• Experience with basic network troubleshooting, and DNS is a plus
• Knowledge of Active Directory and its relationship to Exchange
• Knowledge of any Mobile Device Management Products would a plus
• Knowledge of Whitelisting, Blacklisting, Spam Scoring
• Knowledge of PowerShell, Exchange Management Console, and SharePoint experience are a plus 

Preferred experience one or more of the following:

• Office 365
• Mobile Device Management (MDM)
• MimeCast
• Duo Security

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.