SOC Analyst Level 1

This is a demanding position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products.

He/She must be able to:

• Deal with incoming technical issues in a professional, courteous manner over the phone, via email and through the ticketing system,
• Take ownership of issues and managing them in a logical and methodical manner
• Correctly log incidents and faults, categorising and prioritising them in line with team procedures
• Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution
• Ensuring all faults are progressed & cleared within the corresponding SLA – escalating to other internal and external teams as appropriate
• Manage faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnose and resolve problems to the customers satisfaction
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Sharing knowledge with team colleagues
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational

Requirements

• Degree in Computer Science, Information Technology, Telecommunications or similar
• discipline is mandatory,
• Knowledge of Linux and Microsoft operating systems,
• Minimum 3 years hands-on experience,
• Knowledge of IP networking (Routing, Switching, VLANs, Spanning Tree),
• Knowledge of security systems such as Firewalls, VPN, IDS/IPS, WAF is desirable,
• Knowledge of SIEM solutions is desirable,
• Strong analytical abilities and professional office experience needed,
• Organized, responsive and highly thorough problem solver,
• Have excellent team work and interpersonal communication skills,
• Excellent verbal and written command of English

Benefits

• Private Health Insurance
• Private Pension Plan
• Training & Development
• Performance Bonus
• Laptop
• Phone-Mobile phone