L1 Tech Support - Firewall & VPN (Evening)

TD SYNNEX México; Ciudad de México; Presencial; MXN 279.000 - 468.720; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Country-specific benefits

Career development

Life Empowerment

Onboarding program

Diversity & Inclusion

Descripción de la vacante

TD SYNNEX México is seeking a Technical Support Engineer I to provide Level 1 support for network security solutions, focusing on Palo Alto environments. The role requires strong English communication and availability for evening schedules to support U.S.-based customers.

You will troubleshoot firewall configurations, VPN connectivity, and general network issues; document incidents and resolutions; and escalate when necessary.

Formación

• 1-2 years in technical or network support roles.
• Hands-on firewall experience, preferably Palo Alto.
• Other vendors considered: Fortinet, SonicWall, Check Point.
• Basic VPN and network troubleshooting knowledge.
• Advanced English required to communicate with US customers.
• Strong problem-solving and customer service skills.
• Ability to work in a fast-paced support environment.

Responsabilidades

• Provide Level 1 technical support for firewall and network security environments.
• Troubleshoot firewall configurations, VPN connectivity, and network issues.
• Handle incoming technical requests and incidents from customers.
• Support users with configuration changes and 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.

Conocimientos

Tech support

Palo Alto

English fluency

VPN tech

Network troubleshooting

Customer service

Herramientas

Palo Alto Networks

Fortinet

SonicWall

Check Point

Descripción del empleo

TD SYNNEX México is seeking a Technical Support Engineer I to provide Level 1 support for network security solutions, focusing on Palo Alto environments. The role requires strong English communication and availability for evening schedules to support U.S.-based customers.

You will troubleshoot firewall configurations, VPN connectivity, and general network issues; document incidents and resolutions; and escalate when necessary.