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
- IT Support Analyst providing support for client systems and infrastructure. Handling service requests and improving knowledge bases for better operational efficiency.
Responsibilities
- Provide support for the client's systems and infrastructure, performing:
- Handling, logging, and tracking tickets submitted via telephone and email, remotely or on-site, using the operation's adopted tools;
- Analyzing requests using knowledge bases and performing tests together with the user;
- Escalating tickets;
- Processing tickets in the operation's service queues;
- Assisting in the improvement of 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
- ITIL Foundation certification
- Academic qualification: Bachelor's degree in Information Technology (IT)
Benefits
- Health insurance
- Meal voucher
- Transportation allowance (if the role is hybrid or on-site)
- Childcare assistance
- Life insurance
- Profit-sharing (PLR)
- Psychological support
- Employee referral program with rewards for successful hires referred by our employees
- Partnerships with educational institutions for: English/Spanish courses, postgraduate studies, 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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