Tier 2 Security

3 weeks ago

Pune, India AireSpring Full time

Job Description

Primary Responsibilities:

Managing daily security and SD-WAN operational activity, such as but not limited to:Lead and coach Tier 2 security and SD-WAN group that primary deal with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Merki security/SD-WAN/LAN/WAN/Wi-Fi.Complete annual and ad hoc personnel performance evaluations.Train and educate personnel on trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities.Organize and host weekly or bi-weekly training sessions with specifically selected personnel to ensure all technicians can perform to the required standard, and to ensure they maintain existing or gain new industry certifications.Ensure that established processes, procedures, policies, troubleshooting/resolution guides, and troubleshooting/resolution walkthroughs are followed.Identify documentation that is required but not present, or requires an update, and assign resources for its completion.Apply continual oversight to all open trouble tickets assigned to Tier 2 security and SD-WAN technicians, throughout the ticket life cycle, to ensure:Timely interaction takes placeTicket resolution is achieved in an appropriate amount of timeCommunication is detailed, frequent, informative, and correctCustomers and agents are pleased with the outcome and level of engagementDetailed and correct root cause data is gathered, per ticket, which is critical information that assists AireSpring in improving the customer experience on a go-forward basis, and to eliminate, reduce, or shorten, future similar or related tickets.Review individual and overall key performance indicators, SLAs, SLOs, and provide corrective actions to remedy deviations prior to becoming problems.Assist technicians in their ongoing work on open trouble tickets, with the goal to improve the customer experience and reduce the duration of the ticket.Identify patterns where ticket activity can be eliminated or reduced via education, training, improved or additional documentation, process changes, and/or tool enhancement.Act as the primary escalation point of contact for issues raised beyond the technician level and own a timely path to resolution and communication related to the escalation.

Qualifications

Position Requirements:

3+ years of experience as a NOC or repair supervisor at a large 24x7 MSP/ISP that offers Internet, networking, security, and SD-WAN via a multitude of carriers and circuit types (mobile wireless, satellite, fixed wireless, DoCSIS, DSL, TDM, fiber/copper Ethernet). 4+ years of experience as a senior NOC or repair technician that individually resolved Internet, networking, security, and SD-WAN service issues. Demonstrable understanding of the OSI layers and troubleshooting techniques across them for all applications/services. Educator/mentor skills to provide assistance and support to technicians that may require guidance on open tickets. Verbal and written skills to provide an outstanding level of education, support, compassion, and technical guidance to customers and agents on open tickets. Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, and finally CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices. 3 years of experience modifying monitoring and ticket platforms with the goal of optimizing notification and handling processes and intervals. Utilize SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, TACACS logs to improve the customer experience, and improve Tier 2 event awareness and performance. Proven ability to continually inspire and educate technicians. Demonstrable history, focus, and mastery on the items outlined in the above “responsibilities” section.

Additional Information

WHAT THIS COMPANY OFFERS YOU:

Medical Benefits with optional supplemental services through AFLAC Paid Time-Off Plan Paid Holidays 401K with employer match AT&T Discount on personal mobile plan

This remote role is open to candidates anywhere in the United States. 

  • Tier 2 Manager

    3 weeks ago

    pune, India AireSpring Full time

    Job Description Primary Responsibilities:Managing all daily operational activity, such as but not limited to: Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting...

  • Tier 2 Manager

    2 weeks ago

    pune, India AireSpring Full time

    Job Description Primary Responsibilities:Managing all daily operational activity, such as but not limited to: Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting...

  • Tier 2 Manager

    3 weeks ago

    Pune, India AireSpring Full time

    Job Description Primary Responsibilities: Managing all daily operational activity, such as but not limited to: Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides,...

  • Tier 2 Manager

    2 weeks ago

    Pune, India AireSpring Full time

    Job Description Primary Responsibilities: Managing all daily operational activity, such as but not limited to: Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides,...

  • Tier 2 Manager

    3 weeks ago

    Pune, India AireSpring Full time

    Job DescriptionPrimary Responsibilities:Managing all daily operational activity, such as but not limited to:Personnel performance, evaluations, priorities, training, certifications, scheduling, retention, and new hires.To ensure documentation is done of the procedures, policies, and processes, to include but not limited to, troubleshooting guides, resolution...

  • Tier 2 Security

    3 weeks ago

    Pune, India AireSpring Full time

    Job DescriptionPrimary Responsibilities:Managing daily security and SD-WAN operational activity, such as but not limited to:Lead and coach Tier 2 security and SD-WAN group that primary deal with complex enhanced data services, such as Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Merki...

  • Compute, Tier 2 Network Technician

    6 days ago

    Pune, India GTT Communications Full time

    Compute, Tier 2 Network Technician **Job Description**: - Role Summary: Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: - Logging all relevant incident/service request details, allocating categorization and prioritization codes. - Providing first-line investigation and diagnosis using approved...

  • Tier 2 Security

    3 weeks ago

    Pune, Maharashtra, India AireSpring Full time

    **Company Description** Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has...

  • Associate, Client Support Tier 2

    2 months ago

    Pune, Maharashtra, India Fiserv, Inc. Full time

    **Calling all innovators - find your future at Fiserv.** We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit...

  • Senior Security Engineer

    3 weeks ago

    Pune, India TAC Security Full time

    Job Title: Senior Security Engineer - VAPTLocation: Pune, IndiaCompany DescriptionTAC Security is a global leader in vulnerability management that specializes in protecting Fortune 500 companies, leading enterprises, and governments worldwide. With its AI-based Vulnerability Management Platform ESOF (Enterprise Security in One Framework), TAC Security...

  • Ip Tier 2 Network Technician

    1 week ago

    Pune, India GTT Communications Full time

    Organization: GTT Communications, Inc. (GTT), formerly Global Telecom and Technology, is a multinational telecommunications and internet service provider company with headquarters in McLean, Virginia. GTT operates a Tier 1 IP network, and provides transport and infrastructure; Internet; wide area networking, SD-WAN; managed services; and voice and video...

  • Ip Tier 2 Network Technician

    6 days ago

    Pune, India GTT Communications Full time

    Organization: GTT Communications, Inc. (GTT), formerly Global Telecom and Technology, is a multinational telecommunications and internet service provider company with headquarters in McLean, Virginia. GTT operates a Tier 1 IP network, and provides transport and infrastructure; Internet; wide area networking, SD-WAN; managed services; and voice and video...

  • Compute, Tier 1 Network Technician

    2 months ago

    Pune, India GTT Communications Full time

    Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. - Carrier Relationship Technician Role Summary: Carrier Relationship Technician is the position that interacts with our external providers...

  • Compute, Tier 1 Network Technician

    5 days ago

    Pune, India GTT Communications Full time

    Note: This job profile may include more than one business title job description. See below for each job descriptions listed out by *Business Title. Keep only the job description details required for job requisitions. - Carrier Relationship Technician Role Summary: Carrier Relationship Technician is the position that interacts with our external providers...

  • Security Analyst 2

    1 month ago

    Pune, India MICHELIN Full time

    Security Analyst 2- - - - - - - - - - - -KEY EXPECTED ACHIEVEMENTS• The advanced threats, risks and security vulnerabilities of the company's IT and digital solutions are known and evaluated.• A technical watch is done to anticipate the evolution of the risks.• The safety requirements and their implementation are a good compromise between the costs,...

  • Security Field Officer

    7 days ago

    Pune, India MODERN SECURITY SERVICES Full time

    Responsibilities include: - site vist / guard deployment / clint handling - manpower arrangement - bike is must - speaking english /hindi/marthi Pay: ₹20,000.00 - ₹22,000.00 per month **Benefits**: - Health insurance - Provident Fund Schedule: - Rotational shift Ability to commute/relocate: - Pune, Maharashtra: Reliably commute or planning to...

  • Tier 1 Engineer

    3 weeks ago

    pune, India GTT Communications, Inc. Full time

    Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling...

  • Tier 1 Engineer

    3 weeks ago

    Pune, India GTT Communications, Inc. Full time

    Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling incidents/service...

  • Tier 1 Engineer

    2 weeks ago

    Pune, India GTT Communications, Inc. Full time

    Internal Departments they will interact with: NMC, Tier 2, Tier 3, Carrier Management. Main Responsibilities: Logging all relevant incident/service request details, allocating categorization and prioritization codes. Providing first-line investigation and diagnosis using approved tools, systems and procedures. Resolving/fulfilling incidents/service...

  • Security Analyst 2

    1 month ago

    pune, India MICHELIN Full time

    Security Analyst 2 - - - - - - - - - - - - KEY EXPECTED ACHIEVEMENTS • The advanced threats, risks and security vulnerabilities of the company's IT and digital solutions are known and evaluated.• A technical watch is done to anticipate the evolution of the risks.• The safety requirements and their implementation are a good compromise between the...