Security Services Engineer (L2)

NTT Limited; Mumbai; On-site; INR 500,000 - 800,000; Full time

Job summary

NTT Limited in Mumbai is seeking candidates for a technical support role responsible for maintaining incident resolution processes and ensuring customer satisfaction. The ideal candidate will have a degree in IT and experience with security technologies.

You will collaborate with stakeholders, diagnose issues, and ensure a comprehensive resolution of incidents. Strong communication and problem-solving skills are essential.

On-site work is required, with a commitment to diversity and equal opportunity in our workplace.

Qualifications

• Developing knowledge of technical documentation.
• Proficiency in security technologies like firewalls and proxies is necessary.
• Excellent written and spoken communication skills.

Responsibilities

• Maintain and support incident resolution processes.
• Investigate and diagnose software and hardware issues.
• Document and close resolved incidents according to procedures.

Skills

Technical documentation

Customer service orientation

Problem solving

Attention to detail

Analytical thinking

Communication skills

Teamwork

Education

Degree in Information Technology or Computing

Tools

Cisco

Microsoft

Juniper

Checkpoint

Fortinet

Job description

Key Responsibilities

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates 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 assists 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 follows 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 assists 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 updates 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 information.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Qualifications

• Developing knowledge of technical documentation.
• Developing knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Developing knowledge of vendor technologies such as Cisco, Microsoft, ARC, AudioCodes, PeterConnect, Sonus.
• Customer service oriented and pro-active thinking.
• Problem solving, 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

• Degree or relevant qualification in Information Technology or Computing or a related field.
• Professional level certification in different security technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler.
• Examples (but not limited to) 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

On‑site working.

Equal Opportunity Employer

NTTDATA 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.