Server Load Balancer Engineer (L1)

Overview

Entry-level remote technical support role providing security technology support to clients by identifying and resolving technical incidents and problems, and meeting SLA conditions.

What you'll do

• Maintain the support process and ensure support requests 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; carry out agreed maintenance tasks.
• Use knowledge articles in incident diagnosis and resolution and assist with updating them as required.
• Monitor service delivery against service level agreements, maintain records, and analyse service records to identify actions to maintain or improve service levels.
• Prioritise 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), tracking and correcting CI information and protecting assets from unauthorized change or 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 on their application.
• Ensure efficient and comprehensive incident resolution, 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 before or when they occur and log incidents in a timely manner with the required level of detail.
• Cooperate with stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis and identify resolution.

What you'll need

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance and account for changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when necessary.
• Ability to apply active listening techniques, such as paraphrasing to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place clients at the forefront of all interactions, understand their requirements, and create a positive client experience throughout the total client journey.
• Entry-level knowledge of vendor technologies such as (but not limited to) Cisco, Microsoft, ARC, Audio Codes, PeterConnect, Sonus.
• Entry-level knowledge of management agent concepts, redundancy concepts and remote console architecture within the supported technical domain.
• Degree or relevant qualification in Information Technology, Computing or a related field.
• Associate-level certification in security technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, Sonus (for example CCNA, JNCIA, ACCA, PCNSA, CCSA etc.).
• Entry-level experience in security technologies such as Firewall, IPS, IDS, Proxy etc.
• Entry-level experience in technical support to clients.
• Entry-level experience in diagnosis and troubleshooting.
• Entry-level experience providing remote support in security technologies.
• Entry-level experience in relevant technology.

Details

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