Security Remote Technical Support Firewall Engineer (L2)

nttlimited; Kolkata District; Remote; INR 600,000 - 1,200,000; Full time

Job summary

NTT DATA in India seeks a Security Remote Technical Support Engineer (L2) to deliver professional remote technical support, identify incidents, diagnose, and drive resolutions to meet SLAs. You will use service assurance tools, document incidents, and coordinate with clients and vendors to restore services efficiently.

The role requires knowledge of security technologies (firewall/IPS/IDS) and strong communication, with a customer-focused mindset.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or Computing or related field.
• Professional level Certification in Networking Technologies such as Cisco, Juniper, Checkpoint, Palo Alto, Fortinet, Aruba, BlueCoat, ZeeScaler (CCNP, JNCIP, ACCP, PCNSP, CCSP, etc.).
• Moderate to strong knowledge of security technologies and remote support.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Uses service assurance software/tools to investigate, diagnose problems, and create reports with stakeholders.
• Identifies and resolves problems following procedures and performs defined maintenance tasks.
• Ensures knowledge articles are used and updated; tracks service delivery against SLAs.
• Escalates unresolved incidents and follows up until resolution; documents resolutions.
• Maintains configuration items (CIs) securely and accurately; protects assets from unauthorized change.
• Collaborates with clients, vendors, and colleagues to expedite diagnosis and resolution.

Skills

Technical documentation

Management agent concepts

Redundancy concepts

Remote console architecture

Vendor technologies

Customer service

Problem solving

Attention to detail

Analytical thinking

Communication skills

Team player

Education

Bachelor's degree in Information Technology or Computing or related field

Tools

Cisco

Juniper

Checkpoint

Palo Alto

Fortinet

Aruba

Blue Coat

ZeeScaler

CCNP

JNCIP

ACCP

PCNSP

CCSP

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, connect