Security Remote Technical Support Engineer (L2)

Accountabilities: Provide L2 remote technical support for security technologies, prioritizing, diagnosing, investigating, and resolving client incidents according to established procedures and service levels. Use service assurance tools and technical documentation to investigate issues, analyze performance data, identify root causes, and implement or coordinate appropriate remedies. Support security environments involving technologies such as firewalls, IPS, IDS, proxies, networking infrastructure, and related vendor platforms. Maintain accurate incident records, configuration information, knowledge articles, tickets, and service documentation throughout the incident lifecycle. Monitor service delivery against SLAs, analyze service records and performance metrics, and take or recommend actions to maintain and improve service quality. Escalate unresolved or complex incidents appropriately, coordinate with engineering teams, vendors, carriers, and other stakeholders, and follow issues through to resolution and service recovery. Perform agreed maintenance activities and proactively identify potential incidents, errors, or service-impacting conditions before they occur. Communicate regularly with customers and affected stakeholders, providing clear updates on incident status, resolution progress, and next steps. Contribute to knowledge management by updating technical documentation and supporting continuous improvement of troubleshooting and resolution processes. Apply secure and controlled practices when managing configuration items, ensuring accurate records and protection against unauthorized changes or inappropriate use. Requirements Bachelor’s degree or equivalent in Information Technology, Computing, or a related discipline. Moderate experience in security technologies such as firewalls, intrusion prevention and detection systems, proxies, and related infrastructure. Moderate experience providing technical support to clients, including remote support and structured incident diagnosis and troubleshooting. Relevant professional certifications in networking or security technologies are valuable, such as CCNP, JNCIP, ACCP, PCNSP, CCSP, or comparable credentials across Cisco, Juniper, Check Point, Palo Alto, Fortinet, Aruba, BlueCoat, or Zscaler environments. Working knowledge of technical documentation, management-agent concepts, redundancy concepts, and remote console architectures within supported technology domains. Familiarity with vendor technologies such as Cisco, Microsoft, ARC, AudioCodes, PeterConnects, and Sonus is beneficial. Strong analytical and logical thinking, with the ability to break down complex technical incidents and identify practical resolutions. Customer-oriented approach with proactive problem-solving skills and strong attention to detail. Excellent spoken and written communication skills, with the ability to explain technical issues clearly to customers, colleagues, vendors, and other stakeholders. Ability to work independently while collaborating effectively within a team and across multiple stakeholder groups. Strong self-organization, time management, prioritization, and multitasking skills in a fast-paced support environment. Benefits Full-time opportunity in a global technology and managed-services environment. On-site working model in Nagpur, India . Opportunity to develop expertise in enterprise security technologies and remote technical support. Exposure to complex customer environments, international stakeholders, vendors, and security infrastructure. Opportunities to strengthen troubleshooting, incident management, networking, and security skills. Professional development through exposure to established technical processes, tools, documentation, and industry technologies. Inclusive workplace culture focused on collaboration, innovation, professional growth, and continuous learning. Opportunity to work within a global organization serving enterprise customers across multiple industries.