Technical Support Analyst L1
Core
Provide Level 1 break-fix technical support for network security solutions, specifically Palo Alto Networks firewalls, serving U.S.-based customers.
Role type
L1 Technical Support Engineer (Network Security)
Builds
Resolves firewall configuration issues, VPN connectivity problems, and network access incidents.
Domain
Network Security / Firewall Management
Deliverable
client delivery
Required skills
Palo Alto Networks firewall experience, VPN troubleshooting, network connectivity troubleshooting, advanced English communication, incident documentation, escalation procedures
Preferred skills
Call center experience, enterprise environment exposure, networking/security certifications
Technologies
Palo Alto Networks, Fortinet, SonicWall, Checkpoint
Responsibilities
Troubleshoot firewall configurations and policies, resolve VPN connectivity and tunnel setup issues, handle incoming technical requests and incidents, support users with configuration changes, escalate complex cases to higher tiers, document incidents and resolutions
Seniority
Junior, hands-on IC