Role Summary
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 Responsibilities
- Perform 24x7 monitoring of global and domestic networks, data center infrastructure, and video broadcast platforms
- Monitor alarms related to video broadcast systems, signal transport, and service delivery
- Identify service degradation, outages, latency, packet loss, and synchronization issues
- Log, track, and manage incidents using ITSM ticketing systems
- Perform Level-1 troubleshooting for telecom links and video broadcast platforms
- Conduct initial fault isolation and impact assessment
- Escalate unresolved issues to relevant teams (Transmission, IP, Video Engineering, International Carriers, FLM)
- Track incidents through full lifecycle ensuring SLA and escalation compliance
- Prepare service availability reports, RFOs (Reason for Outage), and post-incident reports
- Support data center operations including visitor escorting and Remote Hands services
Qualifications & Experience
- Diploma or Degree in Telecommunications, Electronics, or Engineering
- Minimum 3+ years of experience in SOC/NOC or telecom operations
- Certifications in Cisco, DWDM, POTN, or SDH are an advantage
- Preferred certifications: CCNA, CONA, Riverbed, Net Insight
- Experience with telecom monitoring systems, alarm management, and incident handling
- Exposure to multi-technology telecom environments and FLM coordination
Technical Skills
- ITSM tools (Incident, Problem, and Change Management)
- Network Management Systems (NMS)
- Telecom technologies: MPLS, IP, DWDM, POTN, SDH
- Video broadcast platforms (encoders, decoders, IP-based video transport)
- Basic knowledge of data center infrastructure
- Proficiency in Microsoft Office tools
Core Competencies
- Strong analytical and troubleshooting skills
- Ability to operate in mission-critical environments
- Strong communication and reporting abilities
- Customer-focused with an SLA-driven mindset
- Ability to work independently and collaboratively in a team
- Willingness to work in 24x7 rotational shifts, including weekends and holidays
- Ability to follow procedures and perform under pressure
- Proficiency in English (Arabic is an advantage)
