Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society Our workplace embraces diversity and inclusion - it s a place where you can grow belong and thrive Your day at NTT DATA The Security Remote Technical Support Engineer L4 is an advanced engineering role 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 Key responsibilities Maintains the support process and ensures that requests for support are handled according to the procedures Carries out agreed maintenance tasks Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service and initiates or reports these actions Escalates unresolved incidents and follows up until incident is resolved Documents and closes resolved incidents according to agreed procedures 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 Provides continuous feedback to clients and affected parties and update 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 process and procedures in resolving client enquiries Supports engineers during issues arising out of scheduled maintenance activities Creates knowledge articles in incident diagnosis resolution and assist with updating as and when required Upgrades skills and enhances knowledge on latest products and technologies and complete required Certification Documents client solutions and knowledge sharing with the internal external stakeholder Identifies operational Technical risks and provide suitable mitigation Analyzes and reviews repeat failures and work on permanent solution To thrive in this role you need to have Advanced knowledge of technical documentation Adanced knowledge on management agent concepts redundancy concepts and remote console architecture within supported technical domain Advanced knowledge of vendor technologies such as Cisco Microsoft ARC Audio Codes PeterCOnnect Sonus Customer service orientated and proactive thinker Problem solver who is highly driven and self-organized Excellent attention to detail Excel 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 Academic qualifications and certifications Bachelor s degree or equivalent in Information Technology or Computing or related field Expert level Certification in Different Networking Technologies such as but not limited to 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 Workplace type About NTT DATA NTT DATA is a 30 billion trusted global innovator of business and technology services We serve 75 of the Fortune Global 100 and are committed to helping clients innovate optimize and transform for long-term success We invest over 3 6 billion each year in R D to help organizations and society move confidently and sustainably into the digital future As a Global Top Employer we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies Our services include business and technology consulting data and artificial intelligence industry solutions as well as the development implementation and management of applications infrastructure and connectivity We are also one of the leading providers of digital and AI infrastructure in the world NTT DATA is part of NTT Group and headquartered in Tokyo Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity We are committed to providing an setting free of unfair discrimination and harassment We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category Join our growing global team and accelerate your career with us Apply today