Position:

Palo Alto Networks

Job Description:


An exciting opportunity awaits the successful candidate to join our Channel Support team as a helpdesk engineer providing best in class level 1 and 2 technical support to Arrow’s partners. The role is unique and serves as a fantastic platform to progress one’s experience, technical capabilities, certifications in a collaborative supportive working environment.  


What You’ll Be Doing



  • Provide Tier II technical assistance to our channel via helpdesk support line or via our ticketing portal. 


  • Provide support in-line with our documented procedures and SLA’s. 


  • Log all help desk interactions.  Log tickets for all new incidents and requests (phone and email) and manage tickets through to completion. 


  • Identify and escalate situations requiring urgent attention. 


  • Attend regular helpdesk ticket review sessions. 


  • Stay current with system information, changes and updates, for product sets we support. 


  • Successful candidate must obtain Palo Alto PCNSE within 6-month probation period, all training to achieve this will be funded by Arrow. 


  • Successful candidate will obtain baseline cloud certification in MSFT and AWS within 12 months of commencement. 



What We Are Looking For



  • Experience (minimum 3 years) in computer networking (LAN/WAN technologies) with a good understanding of TCP/IP, routing, switching, network troubleshooting and IT security.


  • Familiarity with stateful inspection port-based firewall security concepts and other security technologies such as IPS, Proxy and content filtering is considered beneficial.


  • Experience and ability to demonstrate knowledge of public cloud technologies would be significantly beneficial.


  • Experience with Next Generation firewall technology such as Palo Alto Networks and/or Fortinet would be significantly beneficial.


  • Previous experience working within a structured service desk environment.


  • Exceptional communications skills with a passion for outstanding customer service.


  • The ability to configure and troubleshoot software and hardware issues.


  • Ability to work alongside other support engineers providing support and advice on a day to day basis to our experienced channel via our helpdesk.


  • Consistent high NPS rating from customers


  • Continuation of professional development


  • Customer Service Focus


  • Communication


  • Adaptability


  • Decision Making


  • Ethical Conduct


  • Ability to prioritise work tasks and manage time efficiently and effectively.


  • Ability to work independently of others and have the initiative and drive that a small company requires to succeed.


  • Provide all positive and negative customer and vendor feedback to your direct reports in a concise and documented manner.


  • Attention to detail in all verbal and written communication.


  • Adaptability in a busy environment.


  • Familiarity and competency in utilizing Arrow’s internal systems and tools.


  • Provide and meet all reporting, compliance and information obligations as directed by Arrow’s management.






What’s In It For You: 




At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer a competitive remuneration package along with the following benefits: 





  • Supportive, collaborative, and high-performing team environment, with a strong open-door policy 


  • Company funded monthly staff lunches, coffee carts and daily supply of fruits and cereals 


  • Group life insurance  


  • Additional paid leave on top of statutory leave entitlements such as birthday leave, parental leave, study leave and charity leave 


  • Employee Award Program for outstanding performers  


  • Employee Assistance Program (EAP)  









 
Arrow ECS ANZ is one of the industry's leading distributors of IT products, specializing in security, networking, storage, unified communications, and product service renewals. Currently Arrow ECS employs over 170 staff members across its Sydney, Melbourne, Brisbane, Perth, Canberra, Auckland, and Wellington. The company's flat management structure, open door policy, open communication and focus on staff development and career progression have created a uniquely fresh and innovative working environment and culture. 
 
Arrow ECS ANZ works with a range of market-leading vendors to provide advanced and emerging technologies that solve real-world business challenges. We back it with an unparalleled channel services model that goes beyond traditional channel distribution. We help match the right vendor and solution to our customers' challenges, helping them solve complex business issues and translating complex technology into tangible business benefits. Learn more at [...] more job opportunities, please visit [...] Leonards, Australia (Herbert St)


Time Type:


Full time

Job Category:

Engineering and Technology



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