Server Load Balancer Engineer (L2) Job at NTT DATA (Pune)

Job Description

The Security Support Services Engineer (L2) role involves providing remote technical support to clients, ensuring adherence to service level agreements. Candidates should have a degree in Information Technology or Computing, along with certifications in security technologies. Strong technical support skills and experience in troubleshooting are essential for success in this position. The Security Remote Field Service Engineer (L2) is a developing engineering role, operating in region, and is 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.

Job Responsibility

Maintains the support process and ensures that requests for support are handled according to the procedures
Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate
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
Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
Prioritises and diagnoses incidents according to agreed procedures
Investigates causes of incidents and seeks resolution
Escalates unresolved incidents and follows 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
Identifies problems and errors prior to or when they occur
Logs all such incidents in a timely manner with the required level of detail with all the necessary
Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution

Requirements

Degree or relevant qualification in Information Technology or Computing or a related field
Professional level Certification in different Security Technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as (but not limited to) CCNP, JNCIP, ACCP, PCNSP, CCSP etc.
Moderate level experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.
Moderate level experience in technical support to clients
Moderate level experience in diagnosis and troubleshooting
Moderate level experience providing remote support in Security technologies
Moderate level experience in relevant technology
Developing knowledge of technical documentation
Developing knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
Developing knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect , Sonus
Customer service orientated and pro-active thinking
Problem solver who is highly driven and self-organized
Good attention to detail
Good analytical and logical thinking
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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Server Load Balancer Engineer (L2)

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