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About the role
As a Security Remote Field Service Engineer (L2) at NTT DATA, your role involves providing professional remote technical support to clients by identifying and resolving technical incidents and problems. Your responsibilities include: - Maintaining the support process and handling support requests according to procedures. - Using service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports. - Identifying and resolving problems following agreed procedures. - Carrying out agreed maintenance tasks. - Ensuring usage of knowledge articles in incident diagnosis and resolution. - Monitoring service delivery against service level agreements and maintaining records of relevant information. - Prioritizing and diagnosing incidents according to agreed procedures. - Investigating causes of incidents and seeking resolution. - Escalating unresolved incidents and following up until resolution. - Providing service recovery following incident resolution. - Documenting and closing resolved incidents according to agreed procedures. - Maintaining secure, accurate, complete, and current configuration on configuration items (CIs). - Investigating and identifying root causes of incidents remotely. - Maintaining knowledge of specific specialisms and providing detailed advice regarding their application. - Ensuring efficient and comprehensive resolution of incidents. - Providing continuous feedback to clients and updating all systems and portals as prescribed. To thrive in this role, you need to have: - Developing knowledge of technical documentation. - Developing knowledge on management agent concepts, redundancy concepts, and remote console architecture. - Developing knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus. - Customer service orientation and pro-active thinking. - Problem-solving skills with a high level of drive and self-organization. - Attention to detail. - Analytical and logical thinking. - Excellent spoken and written communication skills. - Ability to work well with others in a team environment. In terms of qualifications and certifications, you should have: - Degree or relevant qualification in Information Technology or Computing. - Professional level Certification in different Security Technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler (e.g., CCNP, JNCIP, ACCP, PCNSP, CCSP). Required experience includes: - Moderate level experience in Security technologies like Firewall, IPS, IDS, Proxy. - Moderate level experience in technical support and troubleshooting. - Moderate level experience providing remote support in Security technologies. NTT DATA is a global business and technology services leader committed to accelerating client success through responsible innovation. As a Global Top Employer, we offer opportunities in more than 50 countries and provide access to a robust ecosystem of innovation centers. NTT DATA is an Equal Opportunity Employer that values diversity and does not discriminate based on various categories. Join us and accelerate your career in a supportive and inclusive environment. Apply today. As a Security Remote Field Service Engineer (L2) at NTT DATA, your role involves providing professional remote technical support to clients by identifying and resolving technical incidents and problems. Your responsibilities include: - Maintaining the support process and handling support requests according to procedures. - Using service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports. - Identifying and resolving problems following agreed procedures. - Carrying out agreed maintenance tasks. - Ensuring usage of knowledge articles in incident diagnosis and resolution. - Monitoring service delivery against service level agreements and maintaining records of relevant information. - Prioritizing and diagnosing incidents according to agreed procedures. - Investigating causes of incidents and seeking resolution. - Escalating unresolved incidents and following up until resolution. - Providing service recovery following incident resolution. - Documenting and closing resolved incidents according to agreed procedures. - Maintaining secure, accurate, complete, and current configuration on configuration items (CIs). - Investigating and identifying root causes of incidents remotely. - Maintaining knowledge of specific specialisms and providing detailed advice regarding their application. - Ensuring efficient and comprehensive resolution of incidents. - Providing continuous feedback to clients and updating all systems and portals as prescribed. To thrive in this role, you need to have: - Developing knowledge of technical documentation. - Developing knowledge on management agent concepts, redundancy concepts, and remote console architecture. - Developing knowledge of vendor technologies such as
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