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 rapid-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 cyber

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