Job Title: TAC - 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.

Positive 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:

Bachelors degree in computer science, Engineering or equivalent or demonstrated skill and/or related industry experience

📌 Network Security Engineer (Telangana)
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