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Hiring companyNTT DATA
Verified today
Security Remote Technical Support Engineer (L2)
Mumbai, India Full-time On-site
About the role
The Security Remote Technical Support Engineer (L2) at NTT DATA provides professional remote technical support to clients by identifying and resolving technical incidents and problems within the security domain. Day-to-day work involves using service assurance tools to diagnose issues, maintaining support processes, monitoring service delivery against SLAs, and ensuring zero missed SLA conditions through pre-emptive resolution activities. Based in Mumbai, India, this is an on-site, full-time role.
What you’ll do
- 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, collect performance statistics and create reports
- 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 required
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
- Prioritizes and diagnoses incidents according to agreed procedures and investigates causes of incidents
- Escalates unresolved incidents and follows up until incident is resolved
What you’ll bring
- Bachelor's degree or equivalent in Information Technology, Computing, or related field
- 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
- Professional level Certification in Different Networking Technologies Like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler (e.g., CCNP, JNCIP, ACCP, PCNSP, CCSP)
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
Skills
FirewallIPSIDSProxyTechnical documentationRemote supportService assurance toolsConfiguration management
Education
Bachelor's degree or equivalent in Information Technology or Computing or related field.