Network Security Engineer L3 Job at NTT DATA (Prague)

Job Description

The Network Security Engineer L3 is an advanced engineering role, responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions. This role has an hybrid model: 5 days per month on site, rest of the time working remotely in any place in Czechia.

Job Responsibility

Maintains the support process and ensures that requests for support are handled according to the procedures
Identifies and resolves problems following agreed procedures
Carries out agreed maintenance tasks
Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
Prioritizes and diagnoses incidents according to agreed procedures
Investigates causes of incidents and seeks resolution
Escalates unresolved incidents and follow up until incident is resolved
Provides service recovery, following resolution of incidents
Documents and closes resolved incidents according to agreed procedures
Maintains secure, accurate, complete, and current configuration on configuration items (CIs)
Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use
Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures
Maintains knowledge of specific specialisms, provides detailed advice regarding their application
Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures
Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution
Creation of knowledge articles in incident diagnosis/resolution and assist with updating as and when required
Upgrades skills and enhance knowledge on latest products and technologies and complete required Certification

Requirements

Bachelor's degree or equivalent in Information Technology or Computing or related field
Professional level Certification in any of the different Networking Technologies like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCNP, JNCIS, ACCP, PCNSE, CCSE etc
English: Fluent (Mandatory)
Dutch: Fluent (Mandatory)
Seasoned experience in Security technologies such as Firewall, IPS, IDS, Proxy etc
Seasoned experience in technical support to clients
Seasoned experience in diagnosis and troubleshooting
Seasoned experience providing remote support in Security technologies
Seasoned experience in relevant technology
Knowledge of technical documentation
Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
Knowledge of vendor technologies, such as Cisco, Juniper, Checkpoint, Palo Alto, Fortinet, Aruba, BlueCoat, ZeeScaler...
Customer service orientated and pro-active thinker
Problem solver who is highly driven and self-organized
Great attention to detail
Good analytical and logical thinker
Excellent spoken and written communication skills
Team player with the ability to work well with others and in group with colleagues and stakeholders

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Network Security Engineer L3

Job Description

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