Technical Specialist

NTT DATA, Inc.; Bengaluru; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA, Inc. is hiring a Security Remote Technical Support Engineer (L3) to deliver advanced remote technical support for clients, identify and resolve incidents, and ensure zero missed SLAs. The role focuses on security technologies and collaboration with client IT environments and vendors.

Hybrid working arrangement is offered. Candidates should have strong networking and vendor technology knowledge, plus excellent communication and problem-solving skills.

Qualifications

• Experience in security technologies such as firewall, IPS, IDS, Proxy.
• Experience in technical support to clients.
• Experience in diagnosis and troubleshooting.
• Experience providing remote security support.
• Knowledge of vendor technologies like Cisco, Microsoft, ARC, Audio Codes, PeterConnect, Sonus.

Responsibilities

• Maintains the support process and ensures requests for support are handled per procedures.
• Identifies and resolves problems following procedures.
• Performs defined maintenance tasks.
• Uses knowledge articles in incident diagnosis and resolution and updates as needed.
• Monitors service delivery against SLAs and logs relevant information.
• Analyzes service records to identify actions to maintain/improve SLAs.
• Prioritizes and diagnoses incidents per procedures.
• Investigates incident causes and seeks resolution.
• Escalates unresolved incidents and follows up until resolved.
• Documents and closes resolved incidents per procedures.

Skills

Remote support

Networking

Technical documentation

Problem solving

Analytical thinking

Communication skills

Team player

Education

Bachelor's degree in IT/Computing

Networking certifications (CCNP, JNCIS, PCNSE, CCSE etc.)

Tools

Cisco

Juniper

Check Point

Palo Alto

Fortinet

Aruba

Blue Coat

ZeeScaler

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 (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.

To thrive in this role, you need to have

• 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

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.