Security Remote Technical Support Engineer (L2)

NTT Limited; Nagpur District; Remote; INR 600,000 - 900,000; Full time

Job summary

NTT DATA in Nagpur is seeking a Security Remote Technical Support Engineer (L2) to deliver remote technical support, identify and resolve incidents, and ensure zero SLA breaches.

You will work with Cisco, Microsoft, ARC, Audio Codes and other vendor technologies, maintain documentation, and coordinate across teams to restore services quickly.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in Networking Technologies like CCNP, JNCIP, ACCP, PCNSP, CCSP, etc.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Uses service assurance tools to diagnose problems, collect statistics and create reports.
• Identifies and resolves problems following agreed procedures.
• Performs maintenance tasks and updates knowledge articles as needed.
• Monitors service delivery against SLAs and maintains records.
• Escalates unresolved incidents and follows up until resolution.
• Documents and closes resolved incidents per procedures.
• Maintains secure configuration management for CIs and related assets.
• Logs incidents with detailed information and coordinates with stakeholders.

Skills

Technical documentation

Vendor technologies

Customer service oriented

Problem solving

Attention to detail

Analytical thinking

Communication skills

Team collaboration

Education

Bachelor's degree in Information Technology or Computing

Tools

Cisco

Juniper

Check Point

Palo Alto

Fortinet

Aruba

Blue Coat

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.

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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue).

We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider.

Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world.

Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world.

The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport.

Together we enable the connected future.

You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!