Network Engineer

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.