Arete

MSS Tech Support Engineer - Intern

Arete  •  Hyderabad, IN (Onsite)  •  10 days ago
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Job Description

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.

Arete

About Arete

At Arete, we envision a world without cyber extortion, where people, businesses, and governments can thrive. Every day, we are hard at work helping businesses strengthen their cyber defenses and recover from cyberattacks. What we do every day is just part of our larger mission: to end cyber extortion once and for all.

We partner with the largest global insurance carriers, brokers, law firms, businesses, and governments to respond to incidents and chart a course to efficient and effective cyber resiliency. Leveraging end-to-end data from over 9,000 engagements, we are taking all that we know from interacting with cybercriminals to inform our solutions and strengthen powerful tools to better prevent, detect, and respond to the cyber extortion threats of tomorrow.

Our team combines hundreds of investigative, technical, and cyber risk management practitioners with best-in-class data and software engineers. This elite team of experts provides unparalleled capabilities to address the entire cyber incident lifecycle, from incident response and restoration to advisory and managed security services. During an incident, we help organizations recover and restart faster than the industry standard, minimizing cost and reputational impact. Our managed and advisory services leverage real-time data to identify threats earlier, mitigate potential data security-related risks, and help companies strengthen their cyber resilience.

Arete provides a comprehensive approach to cyber threat management. By providing a real-time, holistic view of the threat landscape, Arete informs clients of emerging risks and prevents thousands of potential incidents from occurring. Our proactive approach and deep expertise enable us to anticipate and counteract cyber threats, ensuring businesses remain resilient and secure amidst an increasingly complex threat landscape.

Industry
IT & Software
Company Size
201-500 employees
Headquarters
Boca Raton, Florida
Year Founded
2015
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