Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Security Remote Technical Support Engineer providing professional support to clients. Resolving technical incidents and problems while ensuring compliance with service level agreements at NTT DATA.
Responsibilities
- Providing professional remote technical support service to clients
- Identifying and resolving technical incidents and problems
- Driving incidents to effective resolution to meet service level agreements (SLA)
- Maintaining support processes for handling requests
- Investigating problems using service assurance software and tools
- Monitoring service delivery against service level agreements
- Documenting and closing resolved incidents
- Collaborating with stakeholders to expedite diagnosis and resolution
Requirements
- Working knowledge of technical documentation
- Knowledge on management agent concepts, redundancy concepts and remote console architecture
- Knowledge of vendor technologies, such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus
- Bachelor's degree or equivalent in Information Technology or Computing or related field
- Professional level Certification in Different Networking Technologies like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler
- Moderate level experience in Security technologies such as Firewall, IPS, IDS, Proxy, etc.
- Moderate level experience in technical support to clients
- Moderate level experience in diagnosis and troubleshooting
- Moderate level experience providing remote support in Security technologies
- Moderate level experience in relevant technology.
Benefits
- Professional remote technical support service to clients
- Career growth opportunities in a diverse workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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