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Tier-1 brand, remote role, mid-level generalist security support in metro city increases competition.
Security/network operations skills transferable but require vendor-specific certifications.
Mandatory vendor certifications and specific L3 security support skills tighten screening.
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Provide advanced remote technical support for security technologies by identifying, diagnosing, and resolving incidents and problems to meet zero SLA breach targets.
Maintain support processes, update and utilize knowledge articles, and ensure all incidents are documented, escalated, and resolved according to procedures.
Collaborate with clients, vendors, and internal teams to investigate root causes and implement preventative measures for incident and problem resolution.
Bachelor's degree or equivalent in Information Technology, Computing, or related field.
Professional certifications in networking technologies (e.g., CCNP, JNCIS, ACCP, PCNSE, CCSE).
Seasoned experience in Security technologies (Firewall, IPS, IDS, Proxy), technical support, diagnosis, troubleshooting, and providing remote support.
Workplace: Remote; Work Experience Required: Seasoned experience in relevant security technologies and support (exact years not specified).
Experienced with managing support processes and incident resolution with a focus on SLA adherence and service level improvements.
Skilled in working with vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, and Sonus in security domains.
Able to coordinate across multiple stakeholders including IT environments, vendors, carriers to expedite diagnosis and resolution, showing a detail-oriented and analytical operating style.