Level 1 Security Service Desk Specialist

About the role

The Level 1 Security Service Desk Specialist is the first point of contact for all security‑related incidents and service requests. You will work within Orange Business’ Customer Security Operations team, providing rapid diagnosis, resolution, and guidance to maintain the organization’s security posture.

Key responsibilities

• Respond to and triage security incidents and alerts received via phone, email or ticketing system, performing initial diagnosis and categorising severity.
• Escalate complex incidents to Level 2/3 security teams as required.
• Handle security‑related service requests such as user access provisioning, password resets and account modifications in line with company policies.
• Monitor security dashboards and alerts from various tools, ensuring timely detection of threats.
• Maintain accurate records of incidents, requests and actions taken; generate regular security reports for management.
• Provide clear, customer‑focused communication and educate end‑users on security best practices and policies.
• Collaborate with IT and security teams to resolve issues and continuously improve security processes.

Required profile

• Fluent in French and English, both written and spoken.
• Strong customer‑service orientation with excellent communication and time‑management skills.
• Proactive, self‑motivated and able to build relationships with clients and remote teams.
• Professional presentation and ability to work in a 24/7 environment.

Required skills

• Solid understanding of TCP/IP, OSI model, DNS, DHCP, ARP and ICMP.
• Knowledge of routing and switching concepts, NAT, PAT, subnetting and CIDR.
• Familiarity with well‑known ports and TCP flags.
• Basic administration of major firewalls (Fortinet, Palo Alto, Check Point).
• Fundamentals of VPN technologies.
• Relevant security certifications (e.g., CompTIA Security+, Fortinet NSE3/NSE4, Palo Alto, CCNA) are a plus.