Security Technical Support Engineer
J
JobgetherCybersecurity
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- CiscoTechnical support
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related technical discipline, or equivalent practical experience.
- Professional networking or security certifications such as CCNP, JNCIP, PCNSP, CCSP, Fortinet, Check Point, Palo Alto, Aruba, Blue Coat, or similar credentials are highly desirable.
- Experience providing technical support for enterprise security technologies, including firewalls, intrusion prevention systems (IPS), intrusion detection systems (IDS), proxy solutions, and related network security platforms.
- Working knowledge of security vendors and technologies such as Cisco, Microsoft, AudioCodes, Sonus, ARC, PeterConnect, or comparable enterprise solutions.
- Strong troubleshooting, analytical, and problem-solving skills with the ability to diagnose and resolve complex technical incidents remotely.
- Familiarity with technical documentation, service management processes, configuration management, redundancy concepts, and remote support architectures.
- Excellent written and verbal communication skills with a strong customer-focused approach and the ability to collaborate effectively across cross-functional teams.
- Self-motivated, detail-oriented, well-organized, and capable of managing multiple priorities in a fast-paced support environment.
Responsibilities
- Deliver remote Level 2 technical support for security infrastructure, ensuring timely diagnosis, troubleshooting, and resolution of incidents while meeting agreed service level agreements (SLAs).
- Monitor, investigate, and resolve technical issues using service assurance tools, performance monitoring platforms, and established troubleshooting methodologies.
- Perform incident management activities, including prioritization, root cause analysis, escalation, documentation, service recovery, and closure in accordance with operational procedures.
- Maintain accurate configuration records and support configuration management processes to ensure system integrity and compliance.
- Execute routine maintenance tasks, apply preventive measures, and contribute to continuous service improvement by identifying recurring issues and recommending corrective actions.
- Collaborate with clients, internal technical teams, vendors, and third-party providers to coordinate incident resolution and ensure seamless service delivery.
- Utilize technical knowledge bases and contribute to maintaining and improving documentation, knowledge articles, and operational best practices.
- Provide regular communication and status updates throughout the incident lifecycle while maintaining accurate records within ticketing and support systems.
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