Phishing Analyst – Level 1

Job Overview:

We are seeking a motivated and customer-focused Phishing analyst – Level 1
(L1) to join our team. As a Level1, you will be the first point of contact for users who experience
technical issues. You will provide essential troubleshooting support, resolve technical problems,
and escalate complex issues to higher-level support teams when necessary

Key Responsibilities:

• Customer Support:

o Provide first-line support for end users via phone, email, chat, or ticketing system.
o Respond promptly and professionally to customer inquiries and issues.
o Troubleshoot basic hardware and software issues and guide customers through
resolutions.
o Document all issues and resolutions in the ticketing system to ensure proper
tracking.
• Technical Troubleshooting:

o Identify and resolve common technical issues related to software, hardware, and
network problems.
o Install, configure, and update software applications.
o Provide remote assistance for troubleshooting problems.
o Perform basic diagnostics of hardware and peripheral devices.
o Update ticketing system and Confluence.
o Solve platform problems.
o Use Html and CSS.
o Create templates for campaigns and customers.

• Issue Resolution & Escalation:

o Diagnose and resolve incidents related to operating systems, applications, and
network connectivity.
o Follow up with customers to ensure issues are resolved and customer satisfaction
is achieved.
o Escalate more complex issues to Level 2 or higher technical support as needed.
• Knowledge Base Maintenance:
o Maintain and update knowledge base articles for recurring issues, FAQs, and
common solutions.
o Assist in the development of internal documentation for troubleshooting.

• Customer Service:

o Ensure a high level of customer satisfaction by being patient, courteous, and
responsive.
o Provide clear instructions and status updates on technical issues.
o Assist customers in understanding product functionalities and troubleshooting
steps.

Requirements:

• Education

o High school diploma or equivalent; a college degree in IT or a related field is a
plus.
• Experience:

o Previous experience in a phishing analyst or helpdesk role is preferred.
o Knowledge of common operating systems (Windows, macOS, Linux) and
applications.
o Familiarity with networking concepts and troubleshooting connectivity issues.
• Skills & Abilities:

o Strong problem-solving skills and technical troubleshooting abilities.
o Excellent verbal and written communication skills.
o Ability to work effectively in a team environment.
o Strong attention to detail and organizational skills.
o Proficiency in using ticketing systems and remote support tools (e.g., Zendesk,
ServiceNow, TeamViewer)

Working Conditions:

• [Office-based] work environment.

Benefits:

• [Health, dental, vision insurance, etc.]
• [Paid overtime.]
• [Opportunities for career growth, training, and development]