Technical Support Analyst I – Cybersecurity (Palo Alto Networks)

Job description

JOB PURPOSE At TD SYNNEX, we are looking for a Technical Support Analyst I – Cybersecurity to provide Level 1 technical support for enterprise network security environments, primarily focused on Palo Alto Networks technologies. This role is responsible for diagnosing, troubleshooting, and resolving incidents related to firewalls, VPNs, secure connectivity, and network security services while delivering an exceptional customer experience. This is an excellent opportunity for professionals looking to grow their careers in Cybersecurity , working with industry-leading technologies and supporting U.S.-based customers. Responsabilities: Provide Level 1 technical support for network security solutions and enterprise firewall environments. Troubleshoot and resolve issues related to firewall configurations, security policies, and network connectivity. Support VPN technologies, secure remote access solutions, and connectivity troubleshooting. Manage technical incidents and service requests through ticketing systems, email, and remote support sessions. Assist customers with security-related configuration changes, including access restrictions, website blocking, and firewall policy updates. Escalate complex incidents to higher-level support teams when required. Utilize internal knowledge bases, technical documentation, and vendor resources to resolve customer issues. Document troubleshooting steps, root causes, and resolutions according to established processes. Maintain professional and effective communication with customers in English. Knowledge, Skills and Experience: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, Telecommunications, or a related field. 1 to 2 years of experience in Technical Support, Network Support, NOC/SOC Analyst or Infrastructure Support roles. Advanced or fluent English (required). Hands-on experience supporting or administering enterprise firewall solutions. Experience with Palo Alto Networks is highly preferred; experience with Fortinet, Check Point, Cisco, SonicWall, or similar technologies will also be considered. Basic knowledge of: Firewall policies and security rules. VPN technologies (Site-to-Site and Remote Access VPN). Network connectivity troubleshooting. Network security fundamentals and secure access controls. TCP/IP, DNS, routing, and networking concepts. Experience working with incident management and ticketing systems. Ability to confidently engage in technical conversations with U.S.-based customers. Strong analytical, troubleshooting, and customer service skills. Cybersecurity or networking certifications are a plus. At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact. What’s In It For You? Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle. Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses. Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. Make the Most of our Global Organization : Network with other new co-workers within your first 30 days through our onboarding program. Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. 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!