The Security Engineer is responsible for managing tickets of high complexity, conducting advanced and complicated tasks, and providing resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices. Applies analytical thinking and deep technical expertise in achieving client outcomes while coaching and mentoring junior team members across functions.Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.Job Description Key Roles and Responsibilities:Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.Perform necessary checks, apply monitoring tools, and respond to alerts.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.Assist in analyzing, assigning, and escalating support calls.Investigate third line support calls assigned and identify the root cause of incidents and problems.Report and escalate issues to 3rd party vendors if necessary.Provide onsite technical support to clients and provide field engineering services to clients.Expected to take ownership of relevant technologies according to domain or specialization.Conduct monthly random review of incidents and service requests, analyze and recommend improvements.Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT.Proactively identify opportunities for work optimization including opportunities for automation.Knowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groups.Ability to plan activities and projects well in advance, taking 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 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 the client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.Strong documentation and report writing skills.Ability to use reporting to trend and provide insight to risks.Ability to work collaboratively as one team across different business areas.Solid understanding of networking and networks.Good understanding and appreciation of technical design and business principles.Demonstrates project management and administration ability.Good project skills which are demonstrated in the execution of installations and other assignments.Demonstrate customer engagement skills.Demonstrate relevant domain specialist knowledge.Client focused and display a proactive approach to solving problems.Ability to work under pressure.Ability to coach, mentor, and provide guidance to team members.Good understanding of project management principles.Be proficient in the implementation and configuration of the products in the security GTM.Academic Qualifications:Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience).Certified in the following technologies: Security +, ZScaler cloud proxy certification, Checkpoint CCNP, Pulse secure certifications.Advantageous Certifications:Up to date and relevant ITIL certification.Industry certifications (CISM, CISSP etc.).Cisco Certified Internetwork Expert - Routing and Switching (CCIE).Cisco Certified Network Professional - Wireless (CCNP).Cisco Certified Internetwork Expert - Security (CCIE-S).Fortinet NSE 4 and above.Required Experience:Solid years of work experience.Solid experience required in Engineering function within a medium to large ICT organization.Solid experience of Managed Services.Excellent working knowledge of ITIL processes.Excellent experience working with vendors and/or 3rd parties.Standard career level descriptor for job level:Have wide-ranging experience.Uses professional concepts and company objectives to solve complex issues in creative ways.Networks with others outside own area of expertise.Exercises judgment in selecting methods, techniques, and evaluation criteria to obtain results.May coordinate others' activities.Typically requires significant related experience with a Bachelor's or equivalent degree.
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