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 within Orange Business. You will work in a global team, handling alerts, diagnosing issues and ensuring a high level of customer service while supporting the organisation’s security posture.

Key responsibilities

• Receive, triage and document security incidents from phone, email or ticketing systems.
• Perform initial analysis, classify severity and escalate to Level 2/3 teams when required.
• Process security service requests such as user access provisioning, password resets and account modifications in line with policy.
• Monitor security dashboards and alerts from various tools, ensuring timely detection.
• Maintain accurate records of incidents and actions, and generate regular security reports for management.
• Provide clear communication and guidance to end‑users, promoting security best practices.
• Collaborate with IT and security teams to improve processes and resolve recurring issues.

Required profile

• Fluent in French and English, both written and spoken.
• Strong customer‑orientation with excellent communication skills.
• Ability to work under pressure, manage multiple tasks and maintain a professional image.
• Proactive, self‑motivated and capable of building relationships with remote teams.

Required skills

• Good knowledge of networking concepts.
• Understanding of TCP/IP, SMTP, POP3, DNS and DHCP.
• Familiarity with firewalls, proxy servers and load balancers.