Network Engineer

Position:
Network Engineer
Job Description:
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.
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• Expected behavior of the individual
§ Obtain consistent high NPS rating from customers
§ Continuation of professional development
§ Customer Service Focus
§ Communication
§ Attention to Detail
§ Adaptability
§ Decision Making
§ Ethical Conduct
§ Ability to priorities work tasks and manage time efficiently and effectively.
§ Ability to work independently of others and have the initiative and drive that a small company requires to succeed.
§ Provide all positive and negative customer and vendor feedback to your direct reports in a concise and documented manner.
§ Customer Service Focus
§ Attention to detail in all verbal and written communication.
§ Adaptability in a busy environment.
§ Familiarity and competency in utilizing Arrow's internal systems and tools.
§ Provide and meet all reporting, compliance and information obligations as directed by Arrow's management.
Location:
IN-KA-Bangalore, India (SKAV Seethalakshmi) GESC
Time Type:
Full time
Job Category:
Information Technology