Security Remote Field Service Engineer (L4)

About the Role

The Security Remote Field Service Engineer (L4) is an advanced engineering role responsible for providing professional remote technical support to clients. This role identifies and resolves technical incidents and problems, ensuring service restoration and zero missed service level agreement (SLA) conditions through pre-emptive service and resolution activities.

Key Responsibilities

• Maintains the support process and ensures requests for support are handled according to procedures.
• Carries out agreed maintenance tasks.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records.
• Analyzes service records against agreed service levels to identify actions required to maintain or improve service levels, and initiates or reports these actions.
• Escalates unresolved incidents and follows up until resolution.
• Documents and closes resolved incidents according to agreed procedures.
• Applies tools, techniques, and processes to track, log, and correct information related to Configuration Items (CIs), ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root causes of incidents and assists with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms and provides detailed advice regarding their application.
• Provides continuous feedback to clients and affected parties and updates 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.
• Aligns to company-defined processes and procedures in resolving client inquiries.
• Supports engineers during issues arising out of scheduled maintenance activities.
• Creates knowledge articles in incident diagnosis/resolution and assists with updating them as required.
• Upgrades skills and enhances knowledge on latest products and technologies and completes required certifications.
• Documents client solutions and shares knowledge with internal/external stakeholders.
• Identifies operational/technical risks and provides suitable mitigation.
• Analyzes and reviews repeat failures and works on permanent solutions.

Requirements & Tech Stack

• Advanced knowledge of technical documentation.
• Advanced knowledge on management agent concepts, redundancy concepts, and remote console architecture within the supported technical domain.
• Advanced knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.
• Advanced problem solver who is highly driven and self-organized.
• Excellent attention to detail.
• Excellent 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 or Computing or a related field.
• Expert level Certification in different Security Technologies such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCIE, JNCIE, ACCE, PCNSE, CCTE etc.

Required Experience

• Advanced experience in Security technologies such as Firewall, IPS, IDS, Proxy, etc.
• Advanced experience in technical support to clients.
• Advanced experience in diagnosis and troubleshooting.
• Advanced experience providing remote support in Security technologies.
• Advanced experience in relevant technology.