SOC Engineer (L1) at NTT Ltd.

Job Description

The role is responsible for providing a service to clients to ensure that their IT infrastructure and security systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The focuses on first line support for standard and low complexity incidents.

Key Roles and Responsibilities:

• Provides direct support to internal and external customers
• Conducts activities related to direct customer calls and tasks in compliance with standard operating procedures.
• Uses technical documentation provided by the company to analyze and troubleshoot problems encountered.
• Identifies and resolves technical problems and full ls requests following agreed procedures. Uses appropriate and standard tools and procedures to diagnose and resolve incidents.
• Proactively monitors and confirms the resolution of incidents or completion of requests such that accurate service level measurements are maintained.
• Following agreed procedures, identifies, registers and categories incidents.
• Gathers information to enable incident resolution, resolves incidents according to agreed procedures and where necessary promptly allocates incidents to other functions or resolver groups.
• Apply standard process and procedures to fulfill requests from clients, adhering to service level agreements or operational agreements.
• Route them to the right function, resolver group as necessary. Update knowledge articles to reflect new work instructions or procedures.
• Monitors client infrastructure and solutions. In this regard they will respond to monitoring events and perform corrective and/or resolution actions or escalated accordingly and/or log as required.
• Must be willing to work on a 24x7 shift rotation and follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Required Experience:

• 1 - 2 years' relevant work experience
• Threat management / threat hunting
• Working Networking knowledge (IP, WINS, DHCP, DNC)