SOC L1 Engineer

The SOC L1 Engineer is responsible for first-line monitoring, incident handling, and operational support of telecom networks, customer data centers, and video broadcast platforms. This role involves proactive monitoring and Level-1 troubleshooting of telecom and video broadcast systems, ensuring high service availability and adherence to strict SLA requirements.The position serves as the primary operational interface between customers, internal Technology O&M teams, Field Level Maintenance (FLM), international cable carriers, and video engineering teams.Key ResponsibilitiesPerform 24x7 monitoring of global and domestic networks, data center infrastructure, and video broadcast platformsMonitor alarms related to video broadcast systems, signal transport, and service deliveryIdentify service degradation, outages, latency, packet loss, and synchronization issuesLog, track, and manage incidents using ITSM ticketing systemsPerform Level-1 troubleshooting for telecom links and video broadcast platformsConduct initial fault isolation and impact assessmentEscalate unresolved issues to relevant teams (Transmission, IP, Video Engineering, International Carriers, FLM)Track incidents through full lifecycle ensuring SLA and escalation compliancePrepare service availability reports, RFOs (Reason for Outage), and post-incident reportsSupport data center operations including visitor escorting and Remote Hands servicesQualifications & ExperienceDiploma or Degree in Telecommunications, Electronics, or EngineeringMinimum 3+ years of experience in SOC/NOC or telecom operationsCertifications in Cisco, DWDM, POTN, or SDH are an advantagePreferred certifications: CCNA, CONA, Riverbed, Net InsightExperience with telecom monitoring systems, alarm management, and incident handlingExposure to multi-technology telecom environments and FLM coordinationTechnical SkillsITSM tools (Incident, Problem, and Change Management)Network Management Systems (NMS)Telecom technologies: MPLS, IP, DWDM, POTN, SDHVideo broadcast platforms (encoders, decoders, IP-based video transport)Basic knowledge of data center infrastructureProficiency in Microsoft Office toolsCore CompetenciesStrong analytical and troubleshooting skillsAbility to operate in mission-critical environmentsStrong communication and reporting abilitiesCustomer-focused with an SLA-driven mindsetAbility to work independently and collaboratively in a teamWillingness to work in 24x7 rotational shifts, including weekends and holidaysAbility to follow procedures and perform under pressureProficiency in English (Arabic is an advantage)#J-18808-Ljbffr