SOC Engineer L1

Dimension Data / NTT ltd; Riyadh; On-site; SAR 60,000 - 84,000; Full time

Job summary

NTT DATA in Riyadh, Saudi Arabia seeks an entry-level Security Managed Services Engineer L1 to maintain firewall infrastructures and meet SLAs with zero missed conditions.

You will provide frontline ITSM support, investigate incidents, and schedule proactive maintenance while contributing to automation and disaster recovery tests as part of a continuous improvement approach.

Qualifications

• Bachelor's degree in IT/Computing or equivalent work experience.
• CCNA or level 1 Network Security certification is favorable.
• Experience with ITIL processes is beneficial.

Responsibilities

• Monitors client infrastructure and solutions and identifies issues.
• Provides telephonic or chat support to clients for incidents and requests.
• Schedules maintenance windows for patching and configuration changes.
• Follows handover procedures to ensure service continuity.
• Updates knowledge articles and documents process improvements.
• Contributes to project work and disaster recovery tests when needed.

Skills

Cross-cultural communication

Active listening

Communication skills

Ability to work under pressure

Adaptability

Incident identification

Problem solving

Education

Bachelor's degree in IT/Computing

CCNA or level 1 Network Security certification

Tools

ITIL knowledge

Network security fundamentals

Job description

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society Our workplace embraces diversity and inclusion it s a place where you can grow belong and thrive Your day at NTT DATA As a Security Managed Services Engineer L1 at NTT DATA 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 ll 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 create new ones
• Identifies opportunities for work optimization including opportunities for automation of work request fulfilment incident resolution and other general process improvement opportunities
• May also contribute to support on project work as and when required
• May work on implementing and delivering disaster recovery functions and tests
• Performs any other related task 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 and takes 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 it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding probing for further relevant information and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions understanding their requirements and creating a positive client experience throughout the total client 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 good to have
• Certifications carry additional weight on a candidate s qualification for the role

Required experience

• Entry-level experience with troubleshooting and providing the support required 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 Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• CCNA or relevant level 1 Network Security certification is good to have.
• Certifications carry additional weight on a candidate s qualification for the role.
• Entry-level experience with troubleshooting and providing the support required 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.