Technical Specialist

NTT DATA BUSINESS SOLUTIONS; Bengaluru; Hybrid; INR 900,000 - 1,400,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS in Bengaluru seeks a Security Remote Technical Support Engineer (L3) to provide expert remote technical support, identify and resolve incidents, and restore services while meeting SLAs.

You will work with clients, engineers and vendors, follow procedures, maintain knowledge articles, and continuously upgrade skills through certifications.

Qualifications

• Bachelor's degree in Information Technology, Computing or a related field.
• Professional level certifications in networking technologies such as Cisco, Juniper, Checkpoint, Palo Alto, Fortinet, Aruba, BlueCoat or ZeeScaler (CCNP, JNCIS, ACCP, PCNSE, CCSE, etc.).
• Experience in security technologies like firewall, IPS, IDS, and proxies.
• Proven experience providing remote technical support to clients.

Responsibilities

• Maintains the support process and ensures requests for support are handled according to the procedures.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Uses knowledge articles in incident diagnosis and resolution and updates as required.
• Monitors service delivery against SLAs and maintains records of relevant information.
• Escalates unresolved incidents and follows up until resolution.
• Documents and closes resolved incidents according to procedures.
• Coordinates with clients, vendors and colleagues to expedite diagnosis and resolution.
• Creates knowledge articles and keeps documentation up to date.
• Upgrades skills and completes required certifications.

Skills

Customer service

Problem solving

Attention to detail

Analytical thinking

Excellent communication

Team player

Education

Bachelor's degree in IT/Computing or related field

Networking professional certifications (e.g., CCNP, JNCIS, ACCP, PCNSE, CCSE)

Tools

Cisco

Microsoft

ARC

Audio Codes

PeterConnect

Sonus

Checkpoint

Palo Alto

Fortinet

Aruba

BlueCoat

ZeeScaler

Job description

Job Summary The Security Remote Technical Support Engineer (L3) is an advanced 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.
• 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.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Creation of knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
• Upgrades skills and enhance knowledge on latest products and technologies and complete required Certification.

Requirements

• 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.
• Great attention to detail.
• Good analytical and logical thinker.
• 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, JNCIS, ACCP, PCNSE, CCSE etc.

Required experience

• Seasoned experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.
• Seasoned experience in technical support to clients.
• Seasoned experience in diagnosis and troubleshooting.
• Seasoned experience providing remote support in Security technologies.
• Seasoned experience in relevant technology.

Workplace type

Hybrid Working