To apply for this role please send your CV, along with a covering email, to careers@ntteuropeonline.com.

Overall Purpose Statement

The role requires excellent technical skills across a wide range of Internet technologies with a specific focus on security related products.  This is a customer facing role and must be combined with a clear commitment to the provision of high quality Customer Support.  The role will include working closely with our existing Customer Support and Senior Customer Support Engineers, to document best practises in areas such as firewall policy changes, IDS/IPS and VPN deployment.  Suitable candidates should be able to demonstrate that they are abreast with the latest relevant security developments; in terms of practises, hardware and also software/firmware. The role will also be responsible for the coaching of other technical staff to ensure that Support standards are adhered to.

Key Duties – Principal Accountabilities and Responsibilities

• Work proactively to ensure prompt resolution of escalated Support security cases and the highest possible levels of customer satisfaction
• Handle technical escalations from First Line and Second Line Support
• Manage escalations to internal Technical Architects or third-party suppliers
• Provide accurate and timely diagnosis and rectification of customer faults
• Build a thorough understanding of customer solutions and their associated security appliances, in order to provide the highest levels of support to NTT Europe Online’s highest value clients
• Develop standardised processes and procedures for the management of firewall configurations in accordance with established Change Management best practices
• Manage firmware updates in line with established Release Management best practices
• Conduct regular Security Reviews of customer security solutions
• Work with Support management and the NTTEO Engineering team to produce Security Best Practice guidelines for customer solutions
• Assist in final Support QA of complex hosting platforms, with an emphasis on security before handover to customers
• Deliver effective and detailed procedural documentation for the support of security appliances
• Build effective relationships internally and externally
• Identify the need for change and drive forward improvements

Skills and Experience

You must be able to demonstrate:

• The ability to work in line with Best Practice in complex environments and within tight time constraints
• Effective and timely problem resolution skills
• Excellent time management skills
• Drive and energy to achieve desired results
• Understanding of, and ability to manage, customer expectations
• The ability to adapt and influence in a rapidly changing environment
• The ability to create a customer thinking environment
• Excellent prioritisation and communication skills
• The ability to develop and build relationships
• The ability to communicate in a clear, concise, understandable manner and to listen attentively to others when being given instructions
• Strong interpersonal, communication, organisation and follow-through skills
• The successfully support and advise of security related incidents/practises within complex technical solutions
• Proactively tackling customer problems
• Proactively sharing knowledge and information
• Knowledge of ITIL

Required technical skills:

•  Excellent TCP/IP networking skills
• Analysing raw traffic dumps efficiently and concisely; through the use of applications such as tcpdump, wireshark etc
• IPSEC/VPN
• HA firewall appliances and the associated technologies; VRRP, NSRP
• Checkpoint running on Nokia hardware
• Netscreen
• IDS/IPS procedures and best practises
• Antivirus/Antispam filtering

Additional desirable technical skills:

• Fortinet Fortigate appliances
• SSL VPN deployment
• Cisco; IOS and CatOS
• Linux, Solaris and Windows Server OS skills

Education

• Demonstrable industry or academic experience
• Certifications in relevant technology areas such as CCSA, CCSE, FCNSA, FCNSP, Network infrastructure (VPN’s, firewall, load balancers), CCNA/CCNP/CCIE.
• ITIL Foundation certification or higher (desirable but not essential)