Security Technical Support Engineer
Accountabilities: 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.
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.
Benefits
Full-time permanent employment.
On-site work environment with opportunities to collaborate closely with technical experts.
Exposure to enterprise-scale cybersecurity and networking technologies.
Opportunities to earn and develop industry-recognized technical certifications.
Career development within a global technology-focused environment.
Collaborative and inclusive workplace that values continuous learning and professional growth.
Opportunity to work with international clients and cross-functional technical teams.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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