12 months contract role
The Cybersecurity Service Support Specialist (L1) provides comprehensive first‑level operational support for cybersecurity services. The role is responsible for continuous monitoring of security systems, tools, and dashboards; handling security alerts and service requests; and supporting the timely resolution of cybersecurity incidents.
This position plays a critical role in maintaining the day‑to‑day stability, reliability, and effectiveness of cybersecurity operations by ensuring that potential threats, vulnerabilities, and operational issues are identified early, documented accurately, and escalated appropriately.
The role contributes to safeguarding the confidentiality, integrity, and availability (CIA) of information systems by strictly following established cybersecurity policies, procedures, and escalation paths. It also supports service continuity, compliance with defined Service Level Agreements (SLAs), and effective coordination between cybersecurity teams, IT operations, and business stakeholders, ensuring that cybersecurity services operate in alignment with organizational and regulatory requirements.
Core Responsibilities
Security Monitoring & Incident Handling
- Continuously monitor cybersecurity tools, platforms, and dashboards for security alerts, events, and anomalies
- Log, classify, prioritize, and track security incidents and service requests according to defined procedures
- Perform initial analysis and basic troubleshooting of security alerts and operational issues
- Accurately document findings, actions taken, and outcomes within incident management systems
Escalation & Coordination
- Escalate confirmed or potential security incidents to L2/L3 cybersecurity teams following approved escalation paths
- Coordinate with internal IT teams, security engineers, and stakeholders to support incident resolution
- Provide timely and accurate status updates when required
Operational Support
- Support user access requests and perform basic security configuration tasks in accordance with policies
- Assist with routine security checks, health checks, and operational activities
- Maintain up‑to‑date incident tickets, service records, and operational documentation
Compliance & Service Quality
- Ensure adherence to cybersecurity policies, standards, procedures, and operational guidelines
- Support compliance with SLAs, response times, and operational performance metrics
- Contribute to continuous service improvement by identifying recurring issues or operational gaps
Qualifications
Educational Requirements
- Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field
Experience
- 1–3 years of experience in an IT operations, service desk, or cybersecurity support environment
- Exposure to security monitoring, incident handling, or IT service management operations
Required Skills & Competencies
Technical Skills
- Basic understanding of cybersecurity concepts, principles, and terminology
- Familiarity with security monitoring and detection tools such as SIEM, EDR, and security dashboards
- Knowledge of incident logging, classification, prioritization, and ticket handling
- Basic networking knowledge (e.g., TCP/IP, DNS, firewall concepts)
- Basic understanding of operating systems (Windows and Linux fundamentals)
- Experience using IT Service Management (ITSM) tools (e.g., ServiceNow or similar platforms)
Professional & Soft Skills
- Ability to follow defined incident response, escalation, and operational procedures
- Strong documentation, reporting, and attention to detail
- Clear and effective verbal and written communication skills
- Ability to work collaboratively with cross‑functional technical teams
- Capability to operate effectively in a shift‑based, 24/7, or operational support environment
Working Conditions
- Shift‑based or rotational work may be required to support continuous operations
- Role involves frequent interaction with security tools, monitoring consoles, and incident management systems
