L2 Security Engineer - OCD

The role of the Security Engineer is to provide second line support and act as an escalation point for our team in our busy Security Operations Centre, providing day to day support for our customers.

It is essential that you can work under pressure and possess excellent customer service and communication skills as well as having a logical and methodical approach to troubleshooting.

Your key responsibilities as a L2 Security Engineer will include:

• Providing second line support and escalation of helpdesk tickets to our customer base, working to specific SLA’s:
  • Handling of incidents: you ensure incidents are picked-up and resolved in a timely manner. You engage with the different stakeholders to find a resolution and restore service.
  • Implementation of changes: you assess and implement changes for our customers within the foreseen SLA’s.
  • Investigate problems: you identify recurring incidents and ensure these are recorded as problem. You work closely with colleagues and vendors to ensure the problem is investigated, a workaround is applied, and a permanent fix is implemented to prevent further service impact.
• Proactive technical account management for multi-national customers, managing software life cycle and patching and upgrades for customers - implementing valuable security measures on their IT infrastructure
• Providing Quality Assurance checking as part of the Orange Cyberdefense and customers change control process
• Ensuring that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems
• Ensuring that customers are updated continuously on the status of their issues
• Ensure customer documentation is up-to-date and work with your peers to share information on the customers you are assigned to.