Service Infrastructure Engineer

About us:

We invite you to join a group of dedicated professionals working together under the banner of Service Infrastructure & Shared Applications. The dynamically growing team of 45 is enriched by diverse backgrounds and cooperates with international Orange Cyberdefense structure in order to provide top-notch support 8x5 with optional on call duties.

We offer you a very friendly and supportive work environment, many training and upskilling opportunities, stable employment with a long-term career path and ability to work with the newest technologies on a variety of international projects.

Your resposibilites: 

• Act as single point of contact (L1 / L1.5) for the internal users of our client’s cybersecurity platforms; fully ticket-based, no phone and no email support.
• Handle standardized service and information requests: customer and user onboarding, user and role management, platform-level changes,password and MFA resets.
• Manage user accounts and access rights across the platform environments and the shared applications the business relies on (e.g. ServiceNow, Fusion Central).
• Qualify, priorities and dispatch every incoming ticket — check and correct type, priority, description and related asset, then route it to the right engineer or team.
• Take the dispatcher duty in rotation:monitor the queue, follow up on pending approvals, apply the out-of-office process and keep workload evenly spread across the team.
• Support incident response coordination on P1 / P2 under the guidance of the Team Lead — keeping users informed and helping bring the right development and infrastructure teams together.
• Perform patch and vulnerability management on the platform infrastructure — Linux and Windows servers and security appliances — following documented, step-by-step procedures. Patching and hardening only; infrastructure build stays with the client’s engineering teams.
• Run recurring operational tasks: access review reporting, availability and quality reporting, verification of existing backup and restore procedures, cycling of Microsoft 365 client secrets.
• Deliver against agreed service levelobjectives and contribute to the continuous improvement and automation of high-volume, repetitive request types.
• Keep procedures and knowledge base articlesaccurate and up to date and grow towards L2 incident resolution as the team matures.