Security Remote Field Service Engineer (L4)

Overview

Provide advanced remote technical support to clients for security technologies by diagnosing and resolving incidents and problems, driving them to resolution within SLA targets.

What you'll do

• Maintain the support process and ensure support requests are handled according to procedures.
• Carry out agreed maintenance tasks.
• Monitor service delivery against service level agreements and maintain relevant records.
• Analyse service records against agreed service levels and initiate or report actions to maintain or improve service.
• Escalate unresolved incidents and follow up until resolved.
• Document and close resolved incidents according to agreed procedures.
• Apply tools, techniques and processes to track, log and correct information related to CIs, protecting assets from unauthorized change, diversion and inappropriate use.
• Remotely investigate and identify root cause of incidents and assist with implementing remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide detailed advice on their application.
• Provide continuous feedback to clients and affected parties and update systems, portals and ticketing tools as prescribed by standard operating procedures.
• Cooperate with stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis and identify resolution.
• Align to company defined process and procedures in resolving client enquiries.
• Support engineers during issues arising from scheduled maintenance activities.
• Create and update knowledge articles on incident diagnosis and resolution.
• Upgrade skills and knowledge on latest products and technologies and complete required certifications.
• Document client solutions and share knowledge with internal and external stakeholders.
• Identify operational and technical risks and provide suitable mitigation.
• Analyse and review repeat failures and work on permanent solutions.

What you'll need

• Bachelor's degree or equivalent in Information Technology, Computing or related field.
• Expert level certification in security technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCIE, JNCIE, ACCE, PCNSE, CCTE etc.
• Advanced knowledge of technical documentation.
• Advanced knowledge of management agent concepts, redundancy concepts and remote console architecture within the supported technical domain.
• Advanced knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.
• Advanced problem solver who is highly driven and self-organized.
• Excellent attention to detail.
• Excellent analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in groups with colleagues and stakeholders.
• Advanced experience in security technologies such as Firewall, IPS, IDS, Proxy etc.
• Advanced experience in technical support to clients.
• Advanced experience in diagnosis and troubleshooting.
• Advanced experience providing remote support in security technologies.
• Advanced experience in relevant technology.

Details

• Location: Kolkata, India.
• Workplace type: On-site.