Security Remote Technical Support Engineer (L2)

Role: Security Remote Technical Support Engineer (L2)

Key Responsibilities

• Maintain support processes and ensure requests are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports.
• Identify and resolve problems following agreed procedures.
• Carry out agreed maintenance tasks.
• Ensure usage of knowledge articles in incident diagnosis and resolution, and assist with updates.
• Perform defined tasks to monitor service delivery against service level agreements (SLAs) and maintain records.
• Analyze service records against agreed service levels to identify actions for improvement and initiate or report these actions.
• Prioritize and diagnose incidents according to agreed procedures.
• Investigate incident causes and seek resolution.
• Escalate unresolved incidents and follow up until resolved.
• Provide service recovery following incident resolution.
• Document and close resolved incidents according to agreed procedures.
• Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
• Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized change or inappropriate use.
• Remotely investigate and identify root causes of incidents, and assist with the implementation of 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 for repairs and working with team members.
• Provide continuous feedback to clients and affected parties, and update all systems, portals, and ticketing tools as prescribed by standard operating procedures.
• Identify problems and errors prior to or when they occur.
• Log all incidents in a timely manner with the required level of detail.
• Cooperate with all stakeholders (client IT environments, vendors, carriers, colleagues) to expedite diagnosis and identify resolutions.

Requirements & Tech Stack

• Working knowledge of technical documentation.
• Knowledge of management agent concepts, redundancy concepts, and remote console architecture within supported technical domains.
• Knowledge of vendor technologies including Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, and Sonus.
• Customer service orientated and a pro-active thinker.
• 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 groups with colleagues and stakeholders.

Qualifications

• Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
• Professional level certification in different Networking Technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 (e.g., CCNP, JNCIP, ACCP, PCNSP, CCSP).

Experience

• Moderate level experience in Security technologies such as Firewall, IPS, IDS, Proxy.
• 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.