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Job Description
Structured overview of role & requirementsAbout This Role
Provide advanced remote technical support (L3) for security technologies, ensuring swift incident diagnosis, resolution, and service restoration within SLAs.
Maintain and update support procedures, knowledge articles, and configuration records while managing incident escalation and root cause investigation.
Collaborate with clients, vendors, carriers, and internal teams to resolve incidents and ensure continuous service delivery and recovery.
Minimum Requirements
Bachelor's degree or equivalent in IT, Computing, or related field.
Professional certification in networking technologies such as CCNP, JNCIS, ACCP, PCNSE, CCSE, or similar.
Seasoned experience in security technologies (Firewall, IPS, IDS, Proxy) and providing remote technical support diagnosing and troubleshooting these.
Workplace type: Remote Working.
Ideal Candidate Profile
Experienced in managing and resolving complex security technology incidents at a Level 3 support tier.
Familiar with networking vendor technologies including Cisco, Microsoft, ARCs, Audio Codes, PeterConnect, and Sonus.
Operates effectively in a remote, structured support environment with strong documentation, communication, and collaboration skills integrating with multiple stakeholders.