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 setting
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 p

📌 MSS Tech Support Engineer (Hyderabad)
🏢 Arete
📍 Hyderabad