Education: Any Graduate |
Job Title: Palo Alto - Engineer L1 | Location: Chennai | Experience: 2-4 years
Education: Any Graduate |
Roles and Responsibility:
Handles technical support cases from Palo Alto Networks customers
Case ownership, documentation, and management
Customer Management, Setting right expectations, Situation handling
Driving case progression as per the SLA
Utilizing tools and systems
Working with relevant groups in the client organization (SE, Support Manager, L3)
for case progression and updates
Backlog Management and meet the expectation set with customers
Work on pending cases(backlogs) and drive towards closure
Periodic follow up as per SLA defined by the client
Process, Queue Adherence and SLA awareness
Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)
Knowledge Base Article Creation when there is an opportunity for it
To contribute knowledge base and the knowledge sharing forum
Improving customer experience and Building relationship
Completing Palo Alto Networks certification within 120 days of go-live
Skills Required:
2+ years of experience in data networking, routing & switching & network security.
Network security experience is must.
Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP, FTP, TFTP).
Experience in VLANS, Tagging - IEEE 802.1q, 802.3ad, 802.1d, 802.1w.
Experience in IPSEC VPN/SSL-VPN/NAT/GRE/
Experience on routing protocols RIP V1/V2, OSPF, and BGP
Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x
Working knowledge on Palo Alto Networks, Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, NetScreen, Juniper SRX will be an advantage.
Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.
CCNA, CCNP, Palo Alto Security Certification, CCSP certifications will be an added advantage.
Knowledge of Server Load Balancing (SLB) and DHCP, VRRP and IGMP.
Education Qualification:
Bachelor?s degree in computer science, Engineering or equivalent or demonstrated skill and/or related industry experience