SOC Engineer L1

About the Role
As a Security Managed Services Engineer (L1), you will step into an entry-level role focused on maintaining our clients' firewall infrastructures. Your main objective will be to ensure our Service Level Agreements (SLAs) are met with zero missed conditions. You'll be front-line support, handling standard and low-complexity incidents and service requests, as well as contributing to project work when needed.

Daily, you'll monitor client infrastructure and solutions, quickly identifying and investigating problems and errors before or as they occur. You'll provide telephonic, ITSM ticket, or chat support to clients, ensuring efficient and comprehensive resolutions of incidents and requests. By scheduling maintenance activities like patching and configuration changes, you contribute to a proactive approach in managing and optimizing workflows. You will follow necessary handover procedures for shift changes to ensure service continuity and update existing knowledge articles—or create new ones. A key part of your role will be identifying opportunities for work optimization, including automation of work, request fulfilment, incident resolution, and other process improvements. You may also be involved in implementing and delivering disaster recovery functions and tests.

Key Responsibilities:

• Monitors client infrastructure and solutions.
• Identifies problems and errors prior to or when they occur.
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigates first line incidents assigned and identifies the root cause of incidents and problems.
• Provides telephonic or chat support to clients when required.
• Schedules maintenance activity windows for patching and configuration changes.
• Follows the required handover procedures for shift changes to ensure service continuity.
• Reports and escalates incidents where necessary.
• Ensures the efficient and comprehensive resolutions of incidents and requests.
• Updates existing knowledge articles or creates new ones.
• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement.
• May also contribute to/support on project work as required.
• May work on implementing and delivering disaster recovery functions and tests.
• Performs any other related tasks as required.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, taking into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when necessary.
• Ability to apply active listening techniques such as paraphrasing to confirm understanding.
• Ability to adapt to changing circumstances.
• Ability to prioritize clients, understanding their requirements, and creating a positive client experience throughout their journey.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNA or relevant level 1 Network Security certification is advantageous.

Required Experience:

• Entry-level experience with troubleshooting and providing support in security/network/DATA center/systems/storage administration and monitoring services within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (such as Security, Network, DATA Centre, Telephony, etc.).
• Working knowledge of ITIL processes.

Workplace Type:
On-site Working

Equal Opportunity Employer
The company is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.