Job Title: Palo Alto GlobalProtect Support Engineer (L1/L2)
Experience
4–6 Years
Job Summary
We are looking for a GlobalProtect Support Engineer with 4–6 years of experience to provide L1/L2 operational support for enterprise remote access services. The role involves monitoring VPN infrastructure, troubleshooting user connectivity issues, resolving incidents, performing routine changes, and coordinating with L3 teams for complex problems.
Key Responsibilities
. Provide L1/L2 support for Palo Alto GlobalProtect VPN services.
. Troubleshoot VPN connectivity issues, authentication failures, and GlobalProtect client related incidents.
. Support users with GlobalProtect installation, upgrades, and configuration.
. Monitor VPN gateways, user sessions, and service availability.
. Perform initial troubleshooting for Portal, Gateway, DNS, routing, and certificate related issues.
. Validate and implement standard firewall policy changes under approved change requests.
. Support user onboarding, VPN profile assignments, and access verification.
. Analyze GlobalProtect and firewall logs to identify common issues and perform first level root cause analysis.
. Escalate complex issues to L3 teams with complete troubleshooting details and logs.
. Perform health checks, service monitoring, and routine maintenance activities.
. Create and update incident records, SOPs, and knowledge base articles.
. Participate in shift support and on call activities as required.
Required Skills
. 4–6 years of experience supporting Palo Alto GlobalProtect or enterprise VPN solutions.
. Good understanding of GlobalProtect Portal, Gateway, and Client architecture.
. Experience troubleshooting VPN connectivity, authentication, and client installation issues.
. Basic knowledge of Palo Alto Next Generation Firewalls.
. Understanding of TCP/IP, DNS, DHCP, NAT, routing, and SSL/IPSec VPN concepts.
. Experience with Active Directory, LDAP, RADIUS, SAML, and MFA authentication.
. Familiarity with Panorama for monitoring and basic administration is preferred.
. Basic knowledge of Windows and macOS networking.
. Exposure to ticketing tools such as ServiceNow and ITIL based incident management.
. Strong troubleshooting, communication, and customer support skills.
Your future duties and responsibilities
Required qualifications to be successful in this role
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