NTT DATA Hiring Security Engineer L1

About the Role

The Security Remote Field Service Engineer (L1) is an entry-level engineering role responsible for providing professional remote technical support to clients by identifying and resolving technical incidents and problems. This role restores service by driving incidents to effective resolution, ensuring zero missed Service Level Agreement (SLA) conditions.

Key Responsibilities

• Provide remote technical support to clients.
• Restore service to clients by resolving incidents and problems.
• Maintain the support process and ensure requests are handled according to established procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports.
• Work with users, other staff, and suppliers as appropriate.
• 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 updating them.
• Perform tasks to monitor service delivery against SLAs and maintain records.
• Analyze service records against agreed service levels to identify actions for improvement and report these actions.
• Prioritize and diagnose incidents according to agreed procedures, investigate 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 information for configuration items (CIs).
• Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring asset protection.
• Remotely investigate and identify root causes of incidents.
• 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 and working with team members for repairs.
• Provide continuous feedback to clients and affected parties.
• Update all systems, portals, and ticketing tools as prescribed by standard operating procedures.
• Identify problems and errors prior to or when they occur and log all incidents promptly with the required detail.
• Cooperate with stakeholders including client IT environments, vendors, carriers, and colleagues to expedite diagnosis and resolution.
• Communicate and work across different cultures and social groups.
• Plan activities and projects in advance, taking into account possible changing circumstances.
• Maintain a positive outlook at work.
• Work well in a pressurized environment and put in longer hours when necessary.
• Apply active listening techniques such as paraphrasing, probing for information, and refraining from interrupting.
• Adapt to changing circumstances and place clients at the forefront of all interactions.
• Understand client requirements and create a positive client experience.

Requirements & Tech Stack

• Entry level experience in security technologies such as Firewall, IPS, IDS, and Proxy.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience in providing remote support in security technologies.
• Entry level experience in relevant technology.
• Degree or relevant qualification in Information Technology or Computing or a related field.
• Ability to communicate and work across different cultures and social groups.
• Ability to work well in a pressurized environment and put in longer hours when necessary.
• Ability to adapt to changing circumstances and maintain a positive outlook at work.

Preferred

• Associate level certification in different security technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, or Sonus including CCNA, JNCIA, ACCA, PCNSA, CCSA, or equivalent.
• Entry level knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, or Sonus.
• Entry level knowledge on management agent concepts, redundancy concepts, and remote console architecture within supported technical domain.
• Ability to place clients at the forefront of all interactions and create a positive client experience.