Security Remote Technical Support Anti-DDoS Engineer L2

NTT DATA, Inc.; Mumbai; Remote; INR 600,000 - 800,000; Full time

Job summary

NTT DATA is seeking a Security Remote Technical Support Engineer (L2) to provide professional remote technical support to clients, identifying and resolving incidents to ensure zero SLA breaches. The role emphasizes proactive service recovery, documentation, and collaboration across client IT environments and vendors.

The position requires strong problem-solving, communication, and analytical skills, with a focus on maintaining secure configurations and thorough incident logs.

Qualifications

• Bachelor's degree in Information Technology or Computing.
• Networking certifications like CCNP, JNCIP, ACCP, PCNSP, CCSP preferred.

Responsibilities

• Maintains the support process and ensures requests are handled per procedures.
• Uses service assurance tools to diagnose problems and create reports.
• Identifies and resolves problems following agreed procedures.
• Performs maintenance tasks as scheduled.
• Utilizes knowledge articles in incident diagnosis and resolution and updates as needed.
• Monitors service delivery against SLAs and logs relevant information.
• Analyzes service records to identify actions to maintain/improve SLAs.
• Prioritizes and diagnoses incidents per procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until resolved.
• Delivers service recovery after incident resolution.
• Documents and closes resolved incidents per procedures.
• Keeps CIs secure, accurate, and current.
• Tracks and protects assets from unauthorized changes.
• Remotely investigates root causes and implements remedies.
• Maintains knowledge of specialisms and provides detailed advice.
• Ensures efficient resolution by coordinating product requests with teammates.
• Provides feedback to clients and updates systems and portals as prescribed.
• Identifies problems before or as they occur.
• Logs incidents with required detail and cooperates with stakeholders.

Skills

Technical documentation

Remote administration

Customer service minded

Problem solving

Communication skills

Team player

Analytical thinking

Attention to detail

Education

Bachelor's degree in Information Technology or Computing

Networking certifications (CCNP, etc.)

Tools

Cisco

Microsoft

ARC

AudioCodes

PeterConnect

Sonus

Job description

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 Technical Support Engineer (L2) is a developing engineering role, 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.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follow up until incident is resolved.
• Provides service recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• 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 assist with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identifies problems and errors prior to or when they occur.
• Logs all such incidents in a timely manner with the required level of detail with all the necessary.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

To thrive in this role, you need to have

• Working knowledge of technical documentation.
• Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.
• Customer service orientated and pro-active thinker.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good 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

• Bachelors degree or equivalent in Information Technology or Computing or related field.
• Professional level Certification in Different Networking Technologies Like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCNP, JNCIP, ACCP, PCNSP, CCSP etc.