What you’ll be doing:
Provide Tier II technical assistance to our channel via helpdesk support line or via our ticketing portal.
Provide support in-line with our documented procedures and SLA’s.
Log all help desk interactions. Log tickets for all new incidents and requests (phone and email) and manage tickets through to completion.
Identify and escalate situations requiring urgent attention.
Attend regular helpdesk ticket review sessions.
Stay current with system information, changes and updates, for product sets we support.
Successful candidate must obtain Palo Alto PCNSE within 6-month probation period, all training to achieve this will be funded by Arrow.
Successful candidate will obtain baseline cloud certification in MSFT within 12 months of commencement
Be available to provide after-hours technical support as per team roster
What we need:
Experience with Palo Alto Next Generation firewall technology, Cortex, Prisma and Panorama devices
Experience (minimum five years) in computer networking and IT security.
Previous experience working within a structured service desk environment.
Exceptional communications skills with a passion for outstanding customer service.
The ability to configure and troubleshoot software and hardware issues.
Ability to work alongside other support engineers providing support and advice on a day to day basis to our experienced channel via our helpdesk.
Familiarity with state-full inspection port-based firewall security concepts and other security technologies such as IPS, Proxy and content filtering is considered beneficial.
Experience and ability to demonstrate knowledge of public cloud technologies would be significantly beneficial.
PCNSE certificate would be significantly beneficial.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.