Curbwaste Looking for Network Engineer -Security at Remote Full Time

JOB SUMMARY

This role will provide direct technical support to customers in a fast paced, team oriented, 24×7, call center environment. Typical activities include triage of all incoming service requests, troubleshooting and resolving customer hardware, software, network infrastructure, Security, SOC, and telephony issues. The T2 Associate Engineer will escalate unsolved service requests to Engineers after resolution time thresholds and troubleshooting standards are met. Responsible for case creation, case routing/escalating, status communication, and working directly with third party vendors.

JOB DUTIES

• Assist customers with incident and change management activities
• Analyze and trouble-shoot network communication failures and escalate issues according to established guidelines.
• Open trouble tickets and test with vendors and ISPs.
• Resolve technical issues within scope guidelines and quickly escalate issues according to procedural documentation and training.
• Respond to network events, diagnose, and provide analysis for resolution with in SLA’s.
• Respond to SIEM and endpoint events and provide incident identification, assessment, urgency, potential impact, and recommendations for remediation.
• Create and update trouble tickets using corporate ticketing system.
• Quickly and accurately, report major outages to management with frequent communications on incidents affecting multiple users, reoccurring incidents, procedural gaps, training requirements, etc.
• Interface directly with customer(s) to resolve network events and service requests.
• Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
• Use knowledgebase and case history for service request resolutions, accurate ticket classifications, and escalations.
• Obtain and provide timely service updates to/from relevant parties.
• Create and maintain procedure and informational documents as needed to ensure consistent customer support.
• Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
• Enthusiastically meet or exceed performance metrics as set forth by management.
• Adhere to operational processes and InterVision guidelines for Operations Center employees.
• Maintain a flexible work schedule within the 24X7 Operations Center.
• Continually update skills through vendor certifications on emerging technologies and InterVision product offerings.
• Interface effectively with all InterVision employees, customers, and vendors.
• Maintain a high level of professionalism and integrity.
• Actively participate in mandatory meetings, training sessions, and projects.
• Performs other duties as assigned and required. Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.

REQUIRED SKILLS

• Strong experience on Palo Alto and Firewall- mandatory

Job Type: Regular / Permanent

Salary: ₹800,000.00 – ₹1,200,000.00 per year

Schedule:

Speak with the employer
+91 9076060101