Cross Technology Service Delivery Field Support Engineer (L2) - Security Engineer

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 Cross Technology Service Delivery Security Support Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the Managed Services Cross Technology Engineer (L2) is able to restore service to clients.

The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

This role also contributes to/support on project work as and when required.

Job Location: Makati, Philippines

Years Of Experience

Total minimum 4 years to 6 years. With minimum 2 years up to 3 years as a Network Security support resource.

Regular - Full time role

Key Responsibilities

• Monitors client infrastructure and solutions.
• Identify problems and errors prior to or when they occur.
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• Investigate first line incidents assigned and identify the root cause of incidents and problems.
• Fulfill approved requests following agreed procedures.
• Provide telephone or chat support to clients when required.
• Execute approved maintenance activities including patching and configuration changes.
• Report and escalate incidents where necessary.
• Ensure the efficient and comprehensive resolutions of incidents and requests.
• Proactively identify opportunities for work optimization.
• Update existing knowledge articles or create new ones.
• Identify opportunities for work optimization including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
• Ability to work across various other resolver group (internal and external) like Service Provider, TAC, etc.
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
• May work on implementing and delivering disaster recovery functions and tests.
• Performs any other related task as required.

Knowledge And Attributes

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications And Certifications

• Degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Require Any Of The Below Certification:

• Check Point Certified Security Administrator (CCSA)
• Check Point Certified Expert (CCSE)
• Check Point Certified Cloud Specialist (CCCS)
• Check Point Certified VSX Specialist
• Check Point Certified Maestro Expert
• Cisco Certified Network Associate - Enterprise
• Cisco Certified Network Associate - Security
• Cisco Certified Network Professional – Enterprise
• Cisco Certified Network Professional – Security
• Switches & Routers
• IP Routing

Any of the above certifications is a plus. The MS – Services Engineer (L2) is expected to gain certifications relevant to services supported. Certifications carry additional weight on a candidate's qualification for the role.

Required Experience:

With minimum 2 years up to 3 years as a Network Security support resource

Experience with troubleshooting and providing the support required in security / network/ data center/ systems/ and monitoring Services within a medium to large ICT organization.

Working knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Center, Telephony, Exchange, Cloud, Backup, etc).

Handled security products like Firewalls, Cloud Security and SASE (i.e Check Point NGFW, Check Point CloudGuard, Check Point Harmony, etc).

#LI-APAC

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 50 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, color, 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.

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