What is your mission?

• Provide exceptional customer service while supporting end users and internal stakeholders.
• Respond to helpdesk requests received through calls, emails, and support tickets.
• Manage and update support tickets to ensure timely resolution and accurate communication.
• Document issue details, troubleshooting activities, security findings, and resolution outcomes.
• Monitor security alerts, systems, applications, dashboards, and monitoring tools.
• Review and investigate phishing reports, suspicious login activities, unauthorized access attempts, and potential security incidents.
• Escalate security alerts and incidents according to established procedures and service levels.
• Identify, document, communicate, and escalate operational and security-related concerns.
• Perform Level 1 troubleshooting for hardware, software, user access, connectivity, and network-related issues.
• Troubleshoot Virtual Private Network connections, internet connectivity, and corporate network access issues.
• Support users across production and test environments.
• Perform account administration, including account creation, password resets, user provisioning, and access modifications.
• Collaborate with senior Information Technology and cybersecurity teams during investigations and incident resolution.
• Maintain accurate records of support activities, security findings, and system changes.
• Ensure compliance with company policies, procedures, and information security standards.
• Perform additional operational and technical support duties as required.

Who are we looking for?

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field is preferred.
• Minimum of 1 year of experience in Information Technology Support, Helpdesk, Service Desk, Security Operations, Technical Support, or Call Center environments.
• Experience monitoring and escalating security alerts, suspicious activities, and security incidents.
• Knowledge of phishing prevention, access controls, account security, and login activity monitoring.
• Proficiency in Microsoft Windows and MacOS operating systems.
• Knowledge of Microsoft Office applications.
• Experience with Active Directory account administration and access management.
• Understanding of network troubleshooting, internet connectivity, and Virtual Private Network support.
• Experience managing support tickets and maintaining technical documentation.
• Ability to investigate, assess, and escalate security alerts and anomalies appropriately.
• Experience supporting users within sensitive or production environments is an advantage.
• Exposure to security monitoring tools, security platforms, or Security Operations Center environments is preferred.
• CompTIA A+ Certification is an advantage.
• Strong verbal and written English communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong customer service orientation and professional support etiquette.
• Excellent documentation and organizational skills.
• Strong analytical thinking and problem-solving abilities.
• High attention to detail and accuracy.
• Ability to manage multiple priorities and switch between security monitoring and user support activities.
• Positive attitude with a strong willingness to learn.
• Demonstrated interest in developing cybersecurity and information security skills.
• Trainable, coachable, and eager to grow within a cybersecurity-focused environment.