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Service Desk Engineer

Position Overview:
Cyren provides Managed Services for its Cloud Security platform customers. Service Desk Engineers are a first point of contact for all incoming change requests, service incidents or general enquiries regarding Cyren service. As a Service Desk engineer you will be responsible to handle all incoming requests from Cyren's Managed Service customers while maintaining service level agreement, follow and contribute to improving internal processes to deliver high quality service, solve incidents and problems, implement changes, escalate complex issues to Cyren's internal departments and work with them to full resolution of the issues.
Responsibilities:
Ensure Cyren is delivering high quality customer service via telephone and email, or other appropriate communication channels
Support Managed Service customers on Cyren's cloud security solutions
Monitor and maintain service level agreement
Review and address service incidents, security incidents, problems, change requests, and other requests from customers
Review and monitor traffic trends and report anomalies to your manager
Proactively identify issues that may affect customers and escalate them for resolution
Follow established processes for internal and external communication
Become an expert on Cyren Cloud Security service offering
Maintain a high level of awareness to email security topics, fraud and spam risks, prevention techniques and technologies
Skills/Requirements
Skills and Experience:
Excellent troubleshooting and problem-solving skills.
Basic knowledge in networking: standard internet protocols and ports
Ability to read and understand computer system logs and events
Basic understanding of: DNS, web proxies, email servers, mail protocols, web categorization, web protocols, Anti-Spam and Anti-Malware solutions
High motivation for innovation and improvement of work processes and ability to learn independently
Experience in service desk or tech support - advantage
Willingness to work on-call shifts 24/7
Programming or scripting experience - advantage
Ability to work in a distributed and multi-cultural environment
Fluent in German and English



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