Security Remote Technical Support Engineer (L2)
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Job Description
Structured overview of role & requirementsAbout This Role
Provide remote technical support to clients by identifying, diagnosing, and resolving security-related incidents and problems.
Maintain and monitor service delivery against SLAs, ensuring zero missed SLA conditions through proactive service incident management.
Collaborate with clients, vendors, and internal teams to ensure efficient resolution and accurate documentation of incidents and configuration items.
Minimum Requirements
Bachelor's degree or equivalent in Information Technology, Computing, or related field.
Professional certification in networking technologies (e.g., CCNP, JNCIP, ACCP, PCNSP, CCSP).
Moderate level experience in Security technologies such as Firewall, IPS, IDS, Proxy, and in providing remote technical support and troubleshooting.
Workplace type: On-site.
Ideal Candidate Profile
Experienced in diagnosing and troubleshooting security technology incidents in a client support environment.
Familiar with vendor technologies including Cisco, Microsoft, ARC, Audio Codes, PeterConnect, Sonus, and management agent concepts.
Capable of managing incident lifecycle independently while coordinating with multiple stakeholders to maintain service quality.