NTT DATA, Inc.Network Security Engineer (L1) - English Speaker
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Your day at NTT DATAAs a Network Security Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational. You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your aim? To ensure zero missed service level agreement conditions.
Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur. You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most. Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.
You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration. Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed. Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients' DATA is safe and sound.
This role requires to be available to work on shifts and during public holidays and/or weekends. Shift changes are made seamless with your careful handovers, ensuring service continuity. You will report and escalate incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests. With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.
To thrive in this role, you need to have:
Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization.
Basic knowledge of management agents, redundancy concepts, and ITIL processes.
Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sop’s.
Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
Good understanding of using ITSM tools.
Skill in planning activities and projects in advance and adapting to changing circumstances.
A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
Ability to communicate and work across different cultures and social groups.
Proficiency in active listening techniques and refraining from interrupting.
A positive outlook at work, even in pressurized environments.
Key Responsibilities:
Monitors client infrastructure and solutions, mainly with CISCO but also Juniper, Palo Alto, Aruba and Fortinet.
Identifies problems and errors prior to or when they occur.
Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
Investigates first line incidents assigned and identifies the root cause of incidents and problems.
Provides telephonic or chat support to clients when required.
Schedules maintenance activity windows for patching and configuration changes.
Follows the required handover procedures for shift changes to ensure service continuity.
Reports and escalates incidents where necessary.
Ensures the efficient and comprehensive resolutions of incidents and requests.
Updates existing knowledge articles or create new ones.
Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
May also contribute to / support on project work as and when required.
May work on implementing and delivering disaster recovery functions and tests.
Performs any other related task as required.
Knowledge and Attributes:
Ability to communicate and work across different cultures and social groups.
Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
Ability to maintain a positive outlook at work.
Ability to work well in a pressurized environment.
Ability to work hard and put in longer hours when it is necessary.
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
Ability to adapt to changing circumstances.
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
Academic Qualifications and Certifications:
Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Nice to have: CCNA and/or CCNA Security.
Nice to have: experience with Service Now and/or Logic Monitor.
English: Fluent (Mandatory).
Required experience:
Entry-level experience with troubleshooting and providing the support required in security / network/ DATA center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, DATA Centre, Telephony, etc.).
Basic knowledge of ITIL processes.
Workplace type:
Remote Working
About NTT DATANTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity EmployerNTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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