Job description

Overview

As a Security Managed Services Engineer (L2), you will help keep clients’ security infrastructures and systems operational by handling incidents, requests, and changes.

What you’ll do

Monitor security systems, identify issues, investigate incidents, and resolve technical problems.
Handle client requests or tickets and resolve them within agreed service level agreements (SLA).
Manage work queues, perform operational tasks, and update tickets with resolution actions.
Log incidents promptly, provide second-level support, and coordinate with teams and clients.
Execute changes with approvals, flag risks, and define mitigation plans.
Audit incident and request tickets for quality and recommend improvements.
Assist L1 engineers with triage and troubleshooting for initial client escalations.

What you’ll need

Experience in managed services handling security infrastructure.
Working knowledge of ticketing tools, preferably ServiceNow.
Active listening skills using paraphrasing and probing techniques.
Planning skills to anticipate and adjust to changing circumstances.
Communication ability across different cultures and social groups.
Ability to work under pressure and willingness to put in longer hours when necessary.
Bachelor’s degree or equivalent IT/Computing qualification, or relevant work experience.

Details