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NTT DATA
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Technical Specialist - Network Security

Technical Specialist - Network Security

NTT DATA

5 - 9 years

0 Lacs

karnataka

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

technical documentation customer service problem solving communication skills teamwork management agent concepts redundancy concepts remote console architecture vendor technologies attention to detail analytical thinking

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Security Remote Technical Support Engineer (L3) at NTT DATA, you will be an advanced engineering role responsible for providing professional remote technical support services to clients. Your main responsibility will be to identify and resolve technical incidents and problems, ensuring service restoration to clients while maintaining service level agreements. Key Responsibilities: - Maintain the support process and handle support requests according to procedures. - Identify and resolve problems following agreed procedures. - Carry out maintenance tasks as required. - Utilize knowledge articles in incident diagnosis and resolution, updating them when necessary. - Monitor service delivery against service level agreements and maintain relevant records. - Analyze service records regularly to identify actions required for maintaining or improving service levels. - Prioritize and diagnose incidents according to procedures. - Investigate causes of incidents, seek resolution, and escalate unresolved incidents as needed. - Provide service recovery following incident resolution. - Document and close resolved incidents according to procedures. - Maintain secure, accurate, and current configuration on configuration items. - Investigate and identify the root cause of incidents remotely, implementing agreed remedies and preventative measures. - Provide detailed advice on specific specialisms and ensure efficient incident resolution. - Provide continuous feedback to clients and update systems and tools as required. - Cooperate with stakeholders to expedite error diagnosis and resolution. - Create knowledge articles in incident diagnosis/resolution and upgrade skills and knowledge on latest products and technologies. Qualification Required: - Knowledge of technical documentation. - Knowledge of management agent concepts, redundancy concepts, and remote console architecture. - Knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus. - Customer service-oriented and proactive thinker. - Problem solver with 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. Additional Details: NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. Committed to accelerating client success and impacting society through responsible innovation, NTT DATA is a leading AI and digital infrastructure provider with expertise in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. With experts in more than 50 countries, NTT DATA offers clients access to a robust ecosystem of innovation centers and established partners, contributing to sustainable digital transformation. NTT DATA is part of the NTT Group, investing over $3 billion annually in R&D.,

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Technical Specialist - Network Security