Cybersecurity Support Analyst I: Firewalls & VPNs

TD SYNNEX Co.; Chihuahua; Hybrid; MXN 180,000 - 360,000; Full time

Job summary

TD SYNNEX is seeking a Technical Support Analyst I - Cybersecurity to provide Level 1 support for enterprise network security environments, focusing on Palo Alto Networks technologies. You will diagnose and resolve incidents related to firewalls, VPNs, and secure connectivity while delivering excellent customer service to U.S.-based customers.

The role requires 1–2 years in technical support or network support, hands-on firewall experience, and fluent English.

Qualifications

• 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.

Responsibilities

• 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.

Skills

English (fluent)

Network support

Troubleshooting

Incident management

Education

Bachelor's degree in IT/CS/Cybersecurity

Tools

Palo Alto Networks

VPN technologies

Job description

TD SYNNEX is seeking a Technical Support Analyst I - Cybersecurity to provide Level 1 support for enterprise network security environments, focusing on Palo Alto Networks technologies. You will diagnose and resolve incidents related to firewalls, VPNs, and secure connectivity while delivering excellent customer service to U.S.-based customers.

The role requires 1–2 years in technical support or network support, hands-on firewall experience, and fluent English.