Security Remote Field Service Engineer (L4)

NTT America, Inc.; Kolkata District; Remote; INR 1,200,000 - 2,400,000; Full time

Job summary

NTT DATA in India seeks a Security Remote Field Service Engineer (L4) to provide remote technical support to clients, identify and resolve security incidents, and ensure zero SLA misses through proactive incident management.

You will monitor service delivery, document resolutions, collaborate with client IT environments and vendors, and continuously upgrade skills with required certifications.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Expert level Certification in different Security Technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCIE, JNCIE, ACCE, PCNSE, CCTE etc.

Responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Carries out agreed maintenance tasks.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Escalates unresolved incidents and follows up until incident is resolved.
• Documents and closes resolved incidents according to agreed procedures.
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assists with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Provides continuous feedback to clients and affected parties and updates all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Aligns to company defined process and procedures in resolving client enquiries.
• Supports engineers during issues arising out of scheduled maintenance activities.
• Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
• Upgrades skills and enhance knowledge on latest products and technologies and complete required certification.
• Documents client solutions and knowledge sharing with the internal/external stakeholder
• Identifies operational/technical risks and provides suitable mitigation.
• Analyses and reviews repeat failures and works on permanent solution.

Skills

Technical documentation

Agent concepts

Remote console architecture

Vendor technologies

Cisco

Microsoft

Analytical thinking

Communication skills

Team player

Education

Bachelor's degree in Information Technology or Computing

Security certifications (expert level)

Tools

Cisco

Juniper

Check Point

Palo Alto

Fortinet

Aruba

Blue Coat

ZeeScaler

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Security Remote Field Service Engineer (L4) is an advanced engineering role, operating in region and is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems.

Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

Key responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.

• Carries out agreed maintenance tasks.

• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.

• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

• Escalates unresolved incidents and follows up until incident is resolved.

• Documents and closes resolved incidents according to agreed procedures.

• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.

• Remotely investigates and identifies root cause of incidents and assists with the implementation of agreed remedies and preventative measures.

• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.

• Provides continuous feedback to clients and affected parties and updates all systems, portals and ticketing tools as prescribed by standard operating procedures.

• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

• Aligns to company defined process and procedures in resolving client enquiries.

• Supports engineers during issues arising out of scheduled maintenance activities.

• Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required.

• Upgrades skills and enhance knowledge on latest products and technologies and complete required certification.

• Documents client solutions and knowledge sharing with the internal/external stakeholder

• Identifies operational/technical risks and provides suitable mitigation.

• Analyses and reviews repeat failures and works on permanent solution.

To thrive in this role, you need to have

• Advanced knowledge of technical documentation.

• Advanced knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.

• Advanced knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.

• Advanced problem solver who is highly driven and self-organized.

• Excellent attention to detail.

• Excellent analytical and logical thinking.

• Excellent spoken and written communication skills.

• Team player with the ability to work well with others and in group with colleagues and stakeholders.

Academic qualifications and certifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.

• Expert level Certification in different Security Technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCIE, JNCIE, ACCE, PCNSE, CCTE etc.

Required experience

• Advanced experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.

• Advanced experience in technical support to clients.

• Advanced experience in diagnosis and troubleshooting.

• Advanced experience providing remote support in Security technologies.

• Advanced experience in relevant technology.

Workplace type

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.