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Full-time
bachelor degree, professional certificate
Posted 5d ago
~40 hrs/week
Responsibilities
The Security Managed Services Engineer provides remote technical support by identifying, diagnosing, and resolving security incidents to ensure service level agreements are met. They also maintain configuration items, document resolutions, and collaborate with stakeholders to implement preventative measures.
Requirements
Candidates must hold a bachelor's degree in IT or a related field and possess professional-level networking certifications such as CCNP or PCNSP. Moderate experience in security technologies like firewalls, IPS, and proxy systems, along with strong analytical and communication skills, is required.
Full job description
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 (L2) is a developing 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.
Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
Identifies and resolves problems following agreed procedures.
Carries out agreed maintenance tasks.
Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
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.
Prioritizes and diagnoses incidents according to agreed procedures.
Investigates causes of incidents and seeks resolution.
Escalates unresolved incidents and follow up until incident is resolved.
Provides service recovery, following resolution of incidents.
Documents and closes resolved incidents according to agreed procedures.
Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
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.
Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
Identifies problems and errors prior to or when they occur.
Logs all such incidents in a timely manner with the required level of detail with all the necessary.
Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
To thrive in this role, you need to have:
Working knowledge of technical documentation.
Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
Knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus.
Customer service orientated and 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 group with colleagues and stakeholders.
Academic qualifications and certifications:
Bachelor's degree or equivalent in Information Technology or Computing or related field.
Professional level Certification in Different Networking Technologies Like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5 such as CCNP, JNCIP, ACCP, PCNSP, CCSP etc.
Required experience:
Moderate level experience in Security technologies such as Firewall, IPS, IDS, Proxy etc.
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.
Workplace type:
On-site Working
About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
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 environment 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.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
NTT DATA, Inc. is a trusted global innovator of business and technology services. We're committed to helping clients innovate, optimize and transform for long-term success. Our R&D investments 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.
Offices: Tokyo, JP
CybersecurityManaged ServicesGlobal Data CentersCloud InfrastructureCloud CommunicationGlobal NetworksSecurityTransformaton and Platform ServicesICT Infraststructure ServicesGlobal Business
How many Customer Service & Support jobs are open in Kolkata, India right now?
There are currently 309 open customer service & support positions in Kolkata, India listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Kolkata, India?
Companies currently hiring include Kotak Mahindra Bank, Accenture, Gear Inc., Digitide, HSBC, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Kolkata, India?
Yes — 31 of the 309 open customer service & support positions offer remote or hybrid work (5 remote, 26 hybrid).
How do I apply for Customer Service & Support jobs in Kolkata, India?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.