L1.5 Network Security Engineer

6 days ago

القاهرة, Egypt Orange Business Full time

**Votre rôle**:
**Job Purpose**:
To serve as an escalation point for the L1 team while supporting L2 engineers in resolving more complex issues. The L1.5 engineers will participate in proactive and reactive incident handling, simple configuration changes, patch deployment, and other operational tasks, ensuring a seamless support experience for the customer.

**Roles and Responsibilities**:
**Incident Management**:

- Act as the first escalation point for unresolved incidents from the L1 team.
- Investigate, diagnose, and resolve medium-complexity faults and service disruptions across supported IT services.
- Provide guidance and technical assistance to the L1 team, ensuring efficient troubleshooting and knowledge transfer.
- Log all troubleshooting activities in the ticketing system and escalate to L2 as needed.

**Proactive Monitoring and Maintenance**:

- Perform proactive monitoring of network and security devices, identifying potential issues before they impact operations.
- Conduct routine system health checks, documenting findings, and escalating abnormalities as needed.
- Participate in preventive maintenance activities under L2 supervision.

**It might be possible for this level to participate in Configuration and Patch Management**:

- Implement simple configuration changes on devices such as Cisco switches, routers, and wireless controllers following change management guidelines.
- Assist in patching and updating network and security devices like firewalls, Core switches ,access points, and Infoblox systems.
- Use patching tools (e.g., FortiGate Manager, Check Point SmartConsole) under Patch managers guidance to deploy and verify patches.

**Collaboration and Knowledge Sharing**:

- Collaborate with L2 engineers to ensure smooth handoffs and comprehensive documentation of escalated incidents.
- Share best practices and technical insights with L1 engineers, promoting team-wide skill development.
- Contribute to creating and updating troubleshooting guides, diagnostic procedures, and SOPs.

**Change Implementation**:

- Assist in implementing simple changes, ensuring they adhere to organizational standards and processes.
- Validate implemented changes for accuracy and compliance under L2 supervision.

**Customer Communication**:

- Provide timely updates to customers during escalated incident handling, ensuring clear and professional communication.
- Collaborate with internal teams and vendors to resolve customer issues efficiently.

**Votre profil**:
**Skill Profile**:
**Education/Certification**:

- Bachelor’s degree in IT, Telecommunications, or a related field.
- ITIL V3/V4 Foundation certification.
- Certifications such as CCNA or equivalent are required; advanced certifications like Fortinet NSE4 or PCNSA are a plus.

**Experience**:

- 1-3 years of hands-on experience in network and security support.
- Proven experience in diagnosing and resolving network and security issues on devices like Cisco switches, routers, and firewalls.
- Familiarity with patching tools like FortiGate Manager, Check Point SmartConsole, or similar platforms.

**Technical Skills**:

- Proficiency in troubleshooting and configuring Cisco networking devices (switches, routers, access points).
- Basic knowledge of firewalls (Cisco ASA, FortiGate, Check Point) and load balancers (F5).
- Familiarity with patch deployment, basic scripting, and automation tools like Ansible is highly desirable.
- Understanding of incident management and change management processes.

**Professional Skills**:

- Strong analytical and problem-solving abilities.
- Excellent communication and teamwork skills.
- Detail-oriented and capable of handling escalations with mínimal supervision.
- Customer-focused mindset with the ability to deliver under pressure.
- Fluent in English (writing and spoke)

**Le plus de l'offre**:

- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards

**Entité**:
Global Delivery & Operations
- Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

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