Service Operations Centre Technician

SOC TechnicianService Delivery - Handaq/Smart City, Malta

As part of the Operations Centre, you will act as the first line of defence across our services. You will be responsible for monitoring services, responding to alerts, handling customer requests, and managing incidents across infrastructure, platforms, and security domains. Working in a shift-based environment, you will take ownership of incidents from initial detection through to resolution, performing first-level troubleshooting and coordinating escalations where required. You will also support hands-on data centre activities, ensuring the reliable operation of customer and internal platforms while delivering a high standard of communication and service at all times.

Main Duties and Responsibilities

• 24×7 Operations Centre Support

Act as the first point of contact for all customer requests, incidents, and alerts across security, network, and platform services. Log, triage, and manage tickets while maintaining full ownership and SLA compliance.

• Monitoring, Event Detection & Incident Response

Continuously monitor systems, networks, and security events to detect outages, performance issues, or threats. Perform initial investigation and response, escalating where required while ensuring end-to-end incident follow-up.

• First-Line Technical Support & Service Restoration

Carry out first-level troubleshooting across infrastructure, including servers, networking, cloud platforms, and operating systems. Restore service where possible or coordinate with internal teams and vendors for resolution.

• Data Centre & Field Operations

Execute hands-on tasks in the data centre including hardware installation, component replacement, racking, cabling (power, fibre, Ethernet), and supporting customer on-site activities.

• Provisioning, Change & Operational Excellence

Support service provisioning (IP, DNS, network configs), planned maintenance, and change activities. Maintain accurate documentation, follow operational procedures, and contribute to service improvement, automation, and security compliance.

Job Requirements and Qualifications

The following are essential requirements for the role:

• At least A level or equivalent level of education.
• Strong analytical and critical thinking skills to identify problems and develop/implement innovative solutions.
• Strong interpersonal skills: ability to communicate confidently and effectively with clients, stakeholders, 3rd parties, users / colleagues (at all levels of seniority).
• Effective documentation skills: able to document operational requirements, processes, data flows etc.; create and maintain departmental reports.
• Effective time management skills: able to work on multiple tasks concurrently with re-ordering of tasks in response to shifting priorities, fluctuating workloads, or deadline pressures.
• Able to write and present compelling communication.

The following qualifications are desirable, but not mandatory:

• A degree in an IT-related subject.
• Industry certifications in relevant fields such as Network, Cloud or Security
• Proven experience within an IT operational / support role (e.g. network, server environments and methodologies; technical service support)