Security Remote Technical Support Engineer (L2)

Overview

The Security Remote Technical Support Engineer (L2) provides professional remote technical support to clients by identifying and resolving technical incidents and problems, restoring service and meeting SLA conditions.

What you'll do

• Maintain the support process and ensure requests for support are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, staff and suppliers as appropriate.
• Identify and resolve problems following agreed procedures and carry out agreed maintenance tasks.
• Use and assist with updating knowledge articles in incident diagnosis and resolution.
• Monitor service delivery against service level agreements, maintain relevant records, and analyze service records to identify actions to maintain or improve service levels.
• Prioritize and diagnose incidents according to agreed procedures, investigate causes and seek resolution.
• Escalate unresolved incidents and follow up until resolved; provide service recovery following resolution.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete and current configuration on configuration items (CIs), and protect assets from unauthorized change, diversion and inappropriate use.
• Remotely investigate and identify root cause of incidents and assist with implementing agreed remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide detailed advice regarding their application.
• Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and working with other team members.
• Provide continuous feedback to clients and affected parties and update systems, portals and ticketing tools as prescribed by standard operating procedures.
• Identify problems and errors prior to or when they occur, and log all such incidents in a timely manner with the required detail.
• Cooperate with stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis and identify resolutions.

What you'll need

• Working knowledge of technical documentation.
• Knowledge of management agent concepts, redundancy concepts and remote console architecture within the supported technical domain.
• Knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.
• Customer service oriented and proactive thinker.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good 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.
• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in networking technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 (such as CCNP, JNCIP, ACCP, PCNSP, CCSP etc.).
• 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.

Details

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