ROLES & RESPONSIBILITIES

Creates, updates, prioritizes, and assigns tickets accurately within the PSA platform, ensuring all required information, priorities, and escalation paths are documented
Documents troubleshooting activities, call notes, client interactions, and resolutions clearly and accurately
Performs initial issue triage, incident classification, and routes requests or incidents to the appropriate support teams
Supports Microsoft 365, Windows, macOS, Active Directory, networking, and cybersecurity-related service requests
Monitors alerts and escalates critical incidents in accordance with established procedures and escalation matrices
Follows call scripts, after-hours procedures, emergency contact protocols, and client-specific instructions
Maintains confidentiality, performs identity verification, and adheres to security policies and procedures
Recognizes and promptly escalates high-risk security events, including ransomware alerts, business email compromise, account compromise, SIEM critical alerts, and service outages
Collaborates with MSS analysts, engineers, operations teams, and clients to ensure timely issue resolution
Utilizes PSA, RMM, Microsoft Teams/Slack, Microsoft 365 administration tools, MFA platforms, phone systems, and knowledge base resources as part of daily operations
Demonstrates professionalism, empathy, attention to detail, situational awareness, and the ability to multitask in a fast-paced environment
May perform other duties as assigned by management

SKILLS AND KNOWLEDGE

Excellent verbal and written English communication skills with professional phone etiquette and active listening abilities
Strong customer service mindset with the ability to remain calm during high-pressure situations
Proficiency in Windows and macOS fundamentals, Microsoft 365 basics, Active Directory concepts, and networking fundamentals including IP addressing, DNS, VPN, Wi-Fi, and Firewall concepts
Advanced knowledge of cybersecurity terminology, including phishing, malware, ransomware, MFA, endpoint security, EDR/XDR, SIEM, MDR, social engineering, and incident classification
Strong understanding of ticket management processes, documentation standards, incident prioritization, and escalation procedures
Ability to identify and classify incidents such as Critical (P1), High (P2), Medium (P3), or Low (P4) and escalate appropriately without delay
Understanding of security best practices, identity verification procedures, and handling of confidential client information
Strong organizational skills, time management, reliability, attention to detail, and ability to work in a 24/7 operational environment

JOB REQUIREMENTS

Pursuing or having completed an Associate’s or Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field
Basic understanding of IT support, networking, and cybersecurity concepts
Willingness and ability to work rotating shifts, including nights, weekends, and holidays as required
Reliable internet connectivity and a professional, distraction-free workspace
Consistent attendance and commitment to supporting 24/7 service operations

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

WORK ENVIRONMENT

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this job.

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with Arete's salary and benefit policy.

DECLARATION

The Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.

EQUAL EMPLOYMENT OPPORTUNITY

We are proud to be an equal opportunity employer and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

Arete Incident Response is an outstanding (and growing) company with a very dedicated, fun team. We offer competitive salaries, fully paid benefits including Medical/Dental, Life/Disability Insurance, 401(k) and the opportunity to work with some of the latest and greatest in the fast-growing cyber security industry.

When you join Arete…

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses, and things connect with each other. Of course, we will offer you great pay and benefits, but we’re about more than that. Arete is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Arete, where experience matters.

Equal Employment Opportunity

We’re proud to be an equal opportunity employer- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.