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.
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.