Security Remote Technical Support Engineer (L2)

Overview

Provide remote technical support for security technologies, resolving client incidents and problems while maintaining service levels and accurate configuration records.

What you'll do

• Investigate, diagnose, prioritize, and resolve security-related incidents.
• Monitor service delivery against service level agreements and report required actions.
• Escalate unresolved incidents and follow through to resolution and service recovery.
• Coordinate repairs and work with clients, vendors, carriers, and colleagues.
• Document and close incidents in ticketing tools and update relevant systems.
• Maintain accurate configuration information and protect configuration items from unauthorized changes.
• Identify root causes and support agreed remedies and preventative measures.

What you'll need

• Moderate experience with security technologies such as firewalls, IPS, IDS, and proxies.
• Moderate experience providing technical support and remote support to clients.
• Moderate experience in diagnosis and troubleshooting.
• Knowledge of technical documentation, management agents, redundancy, and remote console architecture.
• Knowledge of vendor technologies including Cisco, Microsoft, ARC, Audio Codes, PeterConnect, and Sonus.
• Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
• Professional certification in networking technologies such as CCNP, JNCIP, ACCP, PCNSP, CCSP, or equivalent.

Details

• Location: Nagpur, India
• Work mode: On-site