Network Security Engineer

15 hours ago

Prague, Hlavní město Praha, Czech Republic NTT America Solutions, Inc. Full time
Job Description Summary: Network Security Engineer (L2) provides remote technical support, identifying and resolving technical incidents and problems, and restoring service to clients with zero missed service level agreement (SLA) conditions.

Make an impact at a company renowned for technical excellence and leading innovations, making a difference to clients and society. Our workplace embraces diversity and inclusion, a place where you can grow, belong and thrive.

The Network Security Engineer (L2) role is responsible for delivering a professional remote technical support service to clients. This involves identifying and resolving technical incidents and problems, restoring service to clients, and ensuring zero missed service level agreement (SLA) conditions.

Key Responsibilities:
  • Maintain the support process and handle client requests according to established procedures.
  • Investigate and diagnose problems using service assurance software and tools, collecting performance statistics and creating reports, working with clients, staff, and suppliers as necessary.
  • Identify and resolve problems following agreed procedures.
  • Perform agreed maintenance tasks.
  • Use knowledge articles in incident diagnosis and resolution, and assist with updating as required.
  • Monitor service delivery against service level agreements and maintain records of relevant information.
  • Analyze service records against agreed service levels to identify actions required to maintain or improve levels of service, and initiate or report these actions.
  • Prioritize and diagnose incidents according to agreed procedures.
  • Investigate causes of incidents and seek resolution.
  • Escalate unresolved incidents and follow up until the incident is resolved.
  • Provide service recovery following resolution of incidents.
  • Document and close resolved incidents according to agreed procedures.
  • Maintain secure, accurate, complete, and current configuration on configuration items (CIs).
  • Apply 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 investigate and identify the root cause of incidents, and assist with the implementation of agreed remedies and preventative measures.
  • Maintain knowledge of specific specialisms, and provide detailed advice regarding their application.
  • Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
  • Provide continuous feedback to clients and affected parties, and update all systems, portals, and ticketing tools as prescribed by standard operating procedures.
  • Identify problems and errors prior to or when they occur, and log all such incidents in a timely manner with the required level of detail and necessary information.
  • Cooperate with stakeholders, including client IT environments, vendors, carriers, and colleagues, to expedite diagnosis of errors and problems, and identify a resolution.
Knowledge and Attributes:
  • Working knowledge of technical documentation.
  • Knowledge of management agent concepts, redundancy concepts, and remote console architecture within the supported technical domain.
  • Knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, Sonus.
  • Customer service-oriented and proactive 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 groups 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, such as Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5.
  • Strong skills with Cisco security devices and certification CCNP Security 350-701 SCOR and 300-710 SNCF, or 300-715 SISE and CMSS.
  • Advanced experience with Cisco Identity Services Engine (ISE).
  • Advanced experience with Cisco Adaptive Security Appliance (ASA).
  • Advanced experience with Cisco Firepower.
  • Advanced experience with Cisco Meraki.
  • Advanced experience with Palo Alto and certification PCNSE.
  • Nice to have Palo Alto Prisma or Cortex knowledge.
  • Advanced experience with Fortinet, with preferred knowledge and certification FCSS.
  • Advanced experience with Checkpoint, with certification CCSE or CCTE, and Checkpoint Maestro certificate CCME.
  • F5 101, 201, and 301 certification.
  • Aruba ACCP certification.
Required Experience:
  • Modest level experience in security technologies, such as Firewall, IPS, IDS, Proxy, etc.
  • Modest level experience in technical support to clients.
  • Modest level experience in diagnosis and troubleshooting.
  • Modest level experience providing remote support in security technologies.
  • Modest level experience in relevant technology.
Languages:
  • English: fluent (Mandatory).
  • French: fluent (Mandatory if not speaking Spanish).
  • Spanish: fluent (Mandatory if not speaking French).
About NTT DATA: NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success.

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