Service Delivery Remote Support Engineer (L2) NTT DATA

2.0 - 6.0 years

0 Lacs

karnataka

On-site

As a Security Remote Technical Support Engineer (L2) at NTT DATA, you will be responsible for providing professional remote technical support services to clients by identifying and resolving technical incidents and problems. You will play a crucial role in restoring service to clients by driving incidents to effective resolution, ensuring all requests and resolution incidents meet service level agreement conditions. Your key responsibilities will include maintaining the support process, handling support requests according to procedures, investigating and diagnosing problems using service assurance software, and collaborating with users and suppliers. You will identify and resolve problems, perform maintenance tasks, and monitor service delivery against service level agreements. In this role, you will be expected to prioritize and diagnose incidents, investigate causes of incidents, escalate unresolved incidents, and provide service recovery following incident resolution. You will document and close resolved incidents, maintain secure and current configuration on configuration items, and remotely investigate the root cause of incidents. Your knowledge and attributes should include a working knowledge of technical documentation, proficiency in management agent concepts, vendor technologies knowledge (such as Cisco, Microsoft, ARC, etc.), customer service orientation, problem-solving skills, attention to detail, analytical and logical thinking, and excellent communication skills. You should be a team player with the ability to work effectively with colleagues and stakeholders. Academically, you should hold a Bachelor's degree or equivalent in Information Technology or a related field. Professional level certifications in different networking technologies like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler (e.g., CCNP, JNCIP, ACCP, PCNSP, CCSP) are required. You should have moderate-level experience in security technologies such as Firewall, IPS, IDS, Proxy, technical support to clients, diagnosis and troubleshooting, providing remote support in security technologies, and relevant technology. The workplace environment is hybrid working, and NTT DATA is an equal opportunity employer.,

Posted 1 week ago

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