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Form of workTechnical Support Engineer I- Email Security
Position Summary:
The Tech Support Engineer I – Email Security interacts with our partners through multiple communication channels, providing Technical Support and escalation assistance on the vendors that we have on our line card. They create product knowledge documentation. The Engineer focuses on the products and technologies that are relevant to the specific team they are assigned to.
Essential Responsibilities:
Resolves most requests via phone/email and provides documentation on the fix. Advises partners on system configuration setup, interoperability, and compatibility
Creates knowledge base (KBs) materials relative to product-specific issues
Acts as a backup subject matter expert for one product and assists with vendor communications and cadences
Participates in regular meetings and training sessions to stay up to date on supported technologies and best practices for delivering exceptional Technical Support
Ideal Skills, Experience, and Competencies:
Entry-level experience with the Microsoft 365 platform
Basic understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third-party platforms
Demonstrated knowledge or experience with SaaS-based Email Security platforms such as Proofpoint, Ironscales and TitanHQ
Working knowledge of basic NIST security principles
Understanding of TCP/IP networking, routing, switching, firewalls
Experience with Microsoft Active Directory and Microsoft Exchange (on-prem)
Demonstrated experience using an ITIL based ticketing system
MSP experience is highly preferred
Proficient at managing email and team communication through Microsoft Outlook and Microsoft Teams
Demonstrated track record of service level management
Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
Customer service oriented with ability to also work well in a collaborative team environment
Ability to communicate professionally, both written and verbal
Ability to be self-motivated and independent
Required Education & Certifications:
B.A./B.S. in related field or equivalent work experience
Compensation:
Qualified candidates can expect a salary beginning at $50,000 or more depending on experience
Expected Closing Date: 06/26/2024
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