Security Remote Technical Support Engineer (L2)

NTT Ltd.; Mumbai City; Remote; INR 600,000 - 840,000; Full time

Job summary

NTT DATA is seeking a Security Remote Technical Support Engineer (L2) to deliver professional remote technical support to clients, identifying and resolving incidents while ensuring adherence to SLAs. The role emphasizes proactive problem solving, use of service assurance tools, and collaboration with vendors and client teams.

The candidate will maintain configuration data, follow procedures, and escalate unresolved issues while contributing to secure and reliable service delivery.

Qualifications

• Bachelor’s degree in Information Technology or Computing or related field.
• Professional level Certification in Networking Technologies like Cisco, Juniper, Checkpoint, Palo Alto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCNP, JNCIP, ACCP, PCNSP, CCSP etc.
• Moderate level experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.
• Moderate level experience in technical support to clients.
• Moderate level experience in diagnosis and troubleshooting.
• Moderate level experience providing remote support in Security technologies.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Uses service assurance software to investigate problems, collect stats and report findings.
• Identifies and resolves problems following agreed procedures.
• Performs maintenance tasks as scheduled.
• Uses knowledge articles to diagnose and resolve incidents and updates them when required.
• Monitors service delivery against SLAs and maintains proper records.
• Prioritizes and diagnoses incidents per procedures and escalates when needed.
• Communicates with clients and stakeholders to provide updates and resolutions.

Skills

Technical documentation

Security concepts

Remote support

Problem solving

Communication skills

Education

Bachelor's in IT/Computing

Networking certifications (CCNP/CCSP/JNCIP)

Tools

Cisco

Juniper

Check Point

Fortinet

Aruba

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:

• Bachelor’s 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.

Required experience:

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


• Moderate level experience in technical support to clients.


• Moderate level experience in diagnosis and troubleshooting.


• Moderate level experience providing remote support in Security technologies.


• Moderate level 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.

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