Palo Alto L1 Support Engineer

Role Overview: As an L1 Support Engineer specializing in Palo Alto Networks, you will be responsible for providing technical support and assistance to customers using Palo Alto Networks" security solutions. Working as part of a team, you will troubleshoot and resolve customer issues, perform system configurations, and ensure the smooth operation of Palo Alto Networks" products. This entry-level position requires foundational knowledge of network security and a strong willingness to learn and grow within the role. Key Responsibilities: - Provide technical support to customers via phone, email, and ticketing system regarding Palo Alto Networks" security products, including firewalls, virtualized firewalls, and other security appliances. - Troubleshoot and resolve customer issues related to firewall policies, network connectivity, VPN configurations, threat prevention, and other security features. - Collaborate with customers, cross-functional teams, and vendors to diagnose and resolve complex technical issues and provide timely resolutions. - Perform system configurations and assist customers with initial product installations, upgrades, and migrations. - Monitor and analyze system logs and events to identify and respond to security threats and performance issues. - Document customer interactions, troubleshooting steps, and solutions in a knowledge base to enhance the team's collective knowledge and improve customer support efficiency. - Stay up-to-date with the latest trends and advancements in network security technologies, Palo Alto Networks" products, and industry best practices. Qualifications: - Bachelor's degree in computer science, Information Technology, or a related field is preferred. - Knowledge of network security concepts, protocols, and technologies, including TCP/IP, VPN, SSL/TLS, IDS/IPS, and next-generation firewalls. - Familiarity with Palo Alto Networks" security products and technologies, including PAN-OS, GlobalProtect, and WildFire, is a plus but not mandatory for entry-level positions. - Basic understanding of network infrastructure components such as routers, switches, and load balancers. - Strong analytical and problem-solving skills to diagnose and resolve technical issues. - Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts to customers in a clear and concise manner. - Ability to work well in a team-oriented environment and collaborate effectively with cross-functional teams. - Flexibility to work in shifts and provide on-call support as required. Job Type: Full-time,