Technical Support Analyst L1

L1 Technical Support Engineer – Firewalls

The L1 Technical Support Engineer – Firewalls is responsible for providing first-level technical support for Fortinet, Palo Alto, and other firewall solutions. This role involves troubleshooting basic network security issues, assisting clients with firewall configurations, and escalating complex incidents to higher support levels. The ideal candidate has a foundational understanding of network security, firewalls, and IT support, along with strong problem-solving and communication skills.

Key Responsibilities:

• First-Level Technical Support: Respond to customer inquiries and assist with basic troubleshooting of firewall configurations, VPN connectivity, and security policies.
• Incident Logging & Escalation: Document issues, track tickets, and escalate more complex problems to L2/L3 support teams when necessary.
• Firewall Monitoring & Log Review: Assist in reviewing logs, identifying potential security issues, and providing initial analysis.
• Basic Configuration Assistance: Support customers with initial firewall setups, rule modifications, NAT configurations, and basic troubleshooting.
• Customer Training & Guidance: Provide general guidance on firewall best practices, assisting clients in understanding basic security configurations.
• Collaboration with Senior Engineers: Work closely with higher-level engineers to gain experience and expand knowledge in advanced firewall troubleshooting.

Qualifications & Skills:

• Education: Associate's degree or bachelor's in Computer Science, Cybersecurity, Network Engineering, or a related field (or equivalent experience).
• Experience: 6 months to 2 years in IT support, network administration, or cybersecurity assistance.
• Technical Knowledge:
  • Basic understanding of Fortinet (FortiGate, FortiManager) and Palo Alto Networks (PAN-OS, GlobalProtect, Panorama).
  • Familiarity with network protocols (TCP/IP, DHCP, DNS, VLANs, VPNs).
  • General knowledge of firewall policies, security rules, and log monitoring.
• Certifications (Preferred but not required):
  • CompTIA Network+ or Security+
  • Fortinet NSE1/NSE2/NSE3
  • Palo Alto PCNSA (Entry Level)
• Problem-Solving Skills: Ability to diagnose basic network security issues and follow troubleshooting procedures.
• Customer Support & Communication: Strong verbal and written communication skills to assist non-technical users effectively

Communication, Security, Technical Issues, Technical Knowledge, Technical Support, Ticketing Systems

Don't meet every single requirement? Apply anyway. At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!