Technology Support Engineer

Accenture services Pvt Ltd; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Accenture services Pvt Ltd is seeking a Technology Support Engineer to resolve incidents and problems across multiple business system components, ensuring operational stability. You will manage RFCs and update knowledge bases to support efficient troubleshooting, collaborating with vendors and internal service management teams.

The role demands 7.5+ years of SD-WAN operations experience, with exposure to network security principles and firewall technologies.

Qualifications

• 7.5+ years of hands-on SD-WAN operations experience.
• Experience in incident and problem resolution in IT environments.
• Ability to create and implement RFCs and update knowledge bases.

Responsibilities

• SMEs and lead the team to perform and decide.
• Coordinate with vendors and service management for issue resolution.
• Document and update knowledge base articles to support troubleshooting.
• Monitor operational stability and drive improvements to minimize disruptions.
• Support junior members with guidance and expertise.

Skills

SD-WAN Operations

Incident management

RFC creation & updates

Education

15 years full time education

Tools

Palo Alto Networks Firewall

Fortinet FortiGate Firewall

Job description

Project Role

Technology Support Engineer

Project Role Description

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills

SD-WAN Operations

Good to have skills

Palo Alto Networks Firewalls, Fortinet FortiGate Firewall

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification

15 years full time education

Summary

As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting efficiency. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring timely analysis and resolution of issues that impact business continuity. This position requires a proactive approach to maintaining system reliability and supporting operational excellence across multiple teams.

Roles & Responsibilities

• Expected to be an SME, collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Coordinate with vendors and service management teams to facilitate issue resolution and improve service delivery.
• Lead efforts to document and update knowledge base articles to support efficient troubleshooting and knowledge sharing.
• Monitor operational stability and proactively identify areas for improvement to minimize disruptions.
• Support junior team members by providing guidance and sharing expertise to foster professional growth.

Professional & Technical Skills

• Must To Have Skills: Proficiency in SD-WAN Operations.
• Good To Have Skills: Experience with Palo Alto Networks Firewalls, Fortinet FortiGate Firewall.
• Strong understanding of network infrastructure and security principles related to wide area network technologies.
• Experience in incident management and problem resolution within complex IT environments.
• Ability to create and implement Requests for Change while adhering to organizational policies and procedures.
• Skilled in collaborating with cross-functional teams and external vendors to ensure seamless operational support.

Additional Information

• The candidate should have minimum 7.5 years of experience in SD-WAN Operations.
• This position is based at our Gurugram office.
• A 15 years full time education is required.