Technical Specialist

The Technical Specialist will be responsible for delivering advanced remote technical support, managing security-related incidents, and ensuring effective resolution of client issues. Key responsibilities include:

• Provide Level 3 remote technical support by diagnosing, troubleshooting, and resolving complex technical incidents.
• Manage support requests according to established processes, ensuring timely resolution and adherence to service level agreements (SLAs).
• Investigate root causes of incidents and implement corrective actions and preventive measures.
• Prioritize, analyze, and resolve technical issues while following defined incident management procedures.
• Perform maintenance activities and ensure supported systems remain reliable and secure.
• Use knowledge articles, technical documentation, and troubleshooting procedures to improve incident resolution efficiency.
• Maintain accurate records of incidents, resolutions, configuration items, and service activities.
• Monitor service performance against agreed SLAs and identify opportunities for improvement.
• Escalate unresolved issues appropriately and coordinate with internal teams, vendors, and customers to achieve resolution.
• Provide regular updates to clients and stakeholders throughout the incident lifecycle.
• Maintain secure and accurate configuration information for supported assets and systems.
• Support the implementation of agreed solutions, repairs, and service recovery activities.
• Create and update knowledge articles to improve future diagnosis and resolution processes.
• Continuously develop technical expertise through certifications, training, and exposure to emerging technologies.
• Collaborate with cross-functional teams to enhance service quality and operational performance.

Requirements:

The ideal candidate will have strong expertise in security technologies, remote technical support, and incident resolution, along with excellent communication and analytical skills. Required qualifications include:

• Bachelor's degree or equivalent qualification in Information Technology, Computer Science, Computing, or a related field.
• Professional-level certifications in networking and security technologies such as Cisco, Juniper, Check Point, Palo Alto, Fortinet, Aruba, Blue Coat, or Zscaler are highly desirable.
• Strong experience working with security technologies including firewalls, intrusion prevention systems (IPS), intrusion detection systems (IDS), and proxy solutions.
• Proven experience providing technical support and remote troubleshooting for enterprise clients.
• Strong knowledge of incident diagnosis, problem management, and resolution processes.
• Experience working with vendor technologies and security platforms in a professional environment.
• Understanding of technical documentation, monitoring tools, management agents, redundancy concepts, and remote console architectures.
• Strong analytical and logical thinking skills with the ability to investigate complex technical issues.
• Customer-focused mindset with proactive problem-solving abilities.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to manage multiple priorities.
• Ability to work independently while collaborating effectively with global teams and stakeholders.

Benefits:

The role provides the opportunity to grow within a global technology environment while working on critical security and infrastructure solutions. Benefits include:

• Remote working opportunity from India.
• Opportunity to support enterprise clients and work with advanced security technologies.
• Exposure to global technical teams, vendors, and complex IT environments.
• Professional development opportunities through certifications and continuous learning programs.
• Opportunity to enhance expertise in cybersecurity, networking, and enterprise support solutions.
• Collaborative and inclusive work environment focused on innovation and technical excellence.
• Career growth opportunities within a global technology organization.
• Competitive compensation and employee benefits according to company policies.