Job Description: Palo Alto L1 Support Engineer

Position 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. You will work as part of a team to

troubleshoot and resolve customer issues, perform system configurations, and

ensure the smooth operation of Palo Alto Networks' products. This is an entry-level

position that requires foundational knowledge of network security and a strong

willingness to learn and grow within the role.

Key Responsibilities:

1. 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.

2. Troubleshoot and resolve customer issues related to firewall policies, network

connectivity, VPN configurations, threat prevention, and other security

features.

3. Collaborate with customers, cross-functional teams, and vendors to diagnose

and resolve complex technical issues and provide timely resolutions.

4. Perform system configurations and assist customers with initial product

installations, upgrades, and migrations.

5. Monitor and analyze system logs and events to identify and respond to

security threats and performance issues.

6. Document customer interactions, troubleshooting steps, and solutions in a

knowledge base to enhance the team's collective knowledge and improve

customer support efficiency.

7. Stay up-to-date with the latest trends and advancements in network security

technologies, Palo Alto Networks' products, and industry best practices.

Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, or a related

field is preferred.

2. Knowledge of network security concepts, protocols, and technologies,

including TCP/IP, VPN, SSL/TLS, IDS/IPS, and next-generation firewalls.

3. 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.

4. Basic understanding of network infrastructure components such as routers,

switches, and load balancers.

5. Strong analytical and problem-solving skills to diagnose and resolve technical

issues.

6. Excellent communication skills, both verbal and written, with the ability to

explain complex technical concepts to customers in a clear and concise

manner.

7. Ability to work well in a team-oriented environment and collaborate

effectively with cross-functional teams.

8. Flexibility to work in shifts and provide on-call support as required.