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Palo Alto Network Support

4 months ago

Roseland, United States ADP Full time
  • 3 - 5 years experience with hands-on service desk experience troubleshooting/solving end user laptop and mac issues related to corporate network and internet connectivity issues while maintaining security guidelines and company risk postures.
  • 2 - 4 years experience with supporting and troubleshooting SASE solutions (Palo Alto preferred / ADEM a plus)
  • 3 – 4 years experience with Windows, Microsoft OS, AD, Azure and Collaboration tools preferred.
  • 3 - 5 years of desktop support supporting medium to large size businesses (large enterprise support preferred)
  • Process-driven with experience utilizing ServiceNow and Service Desk IT ticketing systems with preference on Service Now.
  • Experience in installing, configuring, networking, and troubleshooting desktop operating systems and office applications while maintaining ADP security principles and policies.
  • Skilled in interpersonal relationships that encompass clear communication skills, planning, organization, and setting priorities.
  • Self-starter with strong time management skills and the ability to prioritize workload
  • Self-motivated with the ability to proactively identify areas of needed improvement
  • Ability to work with team and train other team members on specific troubleshooting of Palo Alto Prism Access [Panorama = Firewalls]
  • Enthusiastic team player with excellent written and verbal communication skills
  • Excellent communication skills, which allows for advanced troubleshooting and problem solving via oral and written communication.
  • Ability to make quick, informed decisions about problem solving while safeguarding associates critical to the success of ADP SASE program.
  • Demonstrated ability to follow up on multiple priorities simultaneously to accomplish all tasks without sacrificing quality and maintain positive security posture of ADP.
  • Ability to assess the information provided by the associate in troubleshooting and determining source of problem, either software, hardware, or user-error.
  • Experience improving Associate incidents, able to monitor performance and quality of the resolution of tickets, and provide key pivotal recommendations to improve SLAs and mean time to resolve issues.
  • Able to monitor tickets for process compliance and adherence to ADP security policies. This role will meets regularly with key security stakeholders to ensure Zero trust principles are being adhered to.
  • Align troubleshooting and problem solving is within the guidelines of acceptable use of IT infrastructure, resources, and maintaining Security governance and policies.