Role Purpose
- We are looking for an experienced professional who is autonomous, experienced, self-driven Network fanatics
- The role is to proactively and reactively manage the Network and Security devices, act on alarms from our network management systems, and act on incidents reported by our customers
- Troubleshoot analyze incidents and changes and make suggestions to fix and implement the solution
- Test and deploy software upgrades or security patches
- Work as a full member of our international team that consists of 50 Engineers globally
- As a Technical Consultant, you will be heavily engaged to personalize their customers experience and ensure a successful Palo Alto Networks product experience
- In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for our esteemed customers
- You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs
- You will also provide escalation management for any technical issues encountered with the customers enterprise deployment, resulting in faster time to value
Relevant Experience 8 + years
Responsibilities
- This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in the call-tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with vendors to resolve technical issues and thus does not limit to the above with more involvement like
- Manages the design, implementation, and ongoing management of mainly.
- Provide reactive/proactive Designated Technical Support to top-tier customers.
- Provide configuration review, troubleshooting, and best practices to named customers.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner and reported via the Service Desk and Customer.
- Provide fault isolation and root cause analysis for technical issues.
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
- Gather and retain customer-specific documentation in a secure location for ease of troubleshooting.
- Review of technical documentation, troubleshooting guides, etc, and improvement Plans
- Act on Incidents reported by our network management tools.
- Act on Incidents reported by the customer (via our service desk)
- Proactively test upgrade software on various devices
- Analyse capacity management reports propose improvements.
- Prepare and execute Change requests.
- Remotely Configure new devices
- Interact with multiple teams (Helpdesk, Customer, Service delivery Managers)
- Communicate raise incidents to the party (vendors/telecom providers)
- Propose improvement plans (technical human activity)
- Proactively seek guidance from peers and seniors where required.
- Team presentations on your activities
- Propose improvements for our network management tools / Configuration.
- Analyse reporting before used by Service Delivery Manager
- This role involves client interaction.
- The scope of products/vendors covers
- FortiGate, Cisco ASA, Cisco FTD, Palo Alto ( Firewall, Panaroma )
- Cisco (Routing, Switching), Wireless, Cisco ACI
- Meraki (Wireless ,SDWAN )
Primarily : Cisco (Routing/Switching), FortiGate Firewalls
- Secondary :
- One of the following firewalls Palo Alto, Cisco ASA, Cisco Firepower, Cisco ACI Core Skills
- Minimum 8 years relevant experience (see list of vendors)
- Hands-on experience working in an ITIL-structured organization dealing with Incident / Change / Problem management.
- Hands-on experience in handling major IT infrastructure vendor products such as Cisco and Palo Alto.
- Expert in implementing and supporting Advanced routing protocols, Switching.
- Experience with Wireshark or other protocol analyzers.
- Configuring network security devices with end-to-end security in mind.
- Configuring end-to-end Quality of Service
- Troubleshoot using traffic analyzers, NetFlow collector, capacity management tools.
- Incident Report Document writing.
- Documentation (MS Word) drawing ( MS Visio ) updates
- Participating in Team and customer meetings.
- Effective English speaking writing skills.
Soft Skills
- Driven and Customer-focused. Ability to work well under pressure. Proactive Attitude Problem Solving Excellent Communication Verbal Written Independent and resourceful with minimal supervision Team player Take initiative
Certification/Training
- Masters/Graduate degree holder
- Fortinet NSE5 and above (Desired), PCNSE, PCNSA, CCIE, CCNP Security
- CCIE, CCNP routing switching (Desired)
