Technical Support Analyst L1

About the role

We are looking for a Technical Support Engineer I to provide Level 1 support for network security solutions, primarily focused on Palo Alto Networks environments. This role requires strong English communication skills, foundational experience with firewalls, and availability to work an evening schedule supporting U.S.-based customers.

Responsibilities

• Provide Level 1 technical support (break-fix) for firewall and network security environments
• Troubleshoot and resolve issues related to: Firewall configurations and policies
• VPN connectivity and tunnel setup
• Network access and connectivity issues
• Handle incoming technical requests and incidents from customers
• Support users with configuration changes (e.g., website blocking, access restrictions)
• Escalate complex cases to higher support tiers when needed
• Follow internal knowledge bases, documentation, and vendor resources to resolve incidents
• Maintain clear and professional communication with customers in English
• Document incidents, resolutions, and troubleshooting steps
• Required Qualifications
• 1-2 years of experience in technical support or network support roles
• Hands-on experience with firewalls (preferably Palo Alto Networks) Also considered: Fortinet, SonicWall, Checkpoint, or similar
• Basic knowledge of: VPN technologies
• Network connectivity and troubleshooting
• Advanced / fluent English (mandatory) Ability to handle technical conversations with U.S. customers
• Strong problem-solving and customer service skills
• Ability to work in a fast-paced, support-oriented environment

Requirements

• Experience supporting customers in a call center or service desk environment
• Exposure to enterprise environments
• Certifications in networking or security (nice to have)
• 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.

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