Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
Responsibilities
- Provide support for the Client’s systems and infrastructure, performing:
- Responding to, logging, and tracking tickets received via phone and email, remotely or onsite, using the tools adopted by the operation;
- Reviewing requests against the knowledge base and performing tests with users;
- Escalating tickets;
- Handling tickets in the operation’s support queues;
- Assisting with improvements to the knowledge base;
- Executing Incident Communication Plans;
- Providing support at the client’s office or events;
- Monitoring changes that involve the technology area;
- Escalating and interacting with other support levels or vendors;
Requirements
- Experience supporting users of IT services.
- ITIL Foundation certification.
- Education: Bachelor’s degree in Information Technology (IT).
Benefits
- Medical coverage
- Meal allowance
- Transportation allowance (if hybrid or onsite)
- Childcare assistance
- Life insurance
- Profit sharing (PLR)
- Psychological support
- Employee referral program with rewards for successful referrals
- Partnerships with educational institutions for English/Spanish, graduate programs, and technical courses
- Partnerships with SESC / SENAC
- Dental plan
- GYMPASS
- Veloe
- Insurance discounts
- Discount club and much more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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