Support Engineer

Bangalore

Full time

Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organization.

Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com.

At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.

DUTIES AND RESPONSIBILITIES|****About the role

Take ownership of customer issues reported and see. problems through to resolution Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

As the Support Engineer you will:

Provide L1/L2 support for Palo Alto Networks firewalls (PA-Series, VM-Series)
Monitor and troubleshoot firewall traffic, security policies, and VPN issues.
Work in collaboration with a team.
Take ownership of customer issues reported and see problems through to resolution.
Research, diagnosis, troubleshoot, and identify solutions to resolve customer issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge base tech notes and articles.
Follow the SLA for issues with respect to the severity.
Analyze logs using Traffic, Threat, System, and URL logs
Perform software upgrades, backups, and restores
Work on incident tickets, follow SLAs, and provide timely resolution
Coordinate with L3/vendor TAC (Palo Alto) when required
Prepare RCA and troubleshooting documentation
Participate in shift-based support (24×7) if required

****QUALIFICATIONS AND EXPERIENCE|****About you

The ideal Support Engineer

B.Sc. / B. Tech /BCA degree in Information Technology, Computer Science or equivalent
1-2 years working experience in enterprise technical support, IT support or as a technical engineer.
In-depth knowledge in the product that the technician is supporting.
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills.

WHO IS EXCLUSIVE NETWORKS? | Why work for us
We are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information.

We care about your data: please click here to read our Recruitment Data Protection Policy prior to applying, and therefore sharing your data with us.

Our benefits include:

Insurance
Provident Fund
Travel Expenses

If you think the open position you see is right for you, we encourage you to apply!
Our people make all the difference in our success.