Security Support Consultant – Palo Alto

Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn.

We work with SME's, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally.

There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Your Future Starts Here

Why Bytes?

• Over 800 staff (plans to double in size over the next 5 years)
• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin.
• Winners of an array of industry awards
• Sunday Times Top 100 Best Places to Work
• Excellent training and career prospects offered
• Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
• Supporters of 85+ charities with strong commitment to diversity and sustainability

PURPOSE OF JOB:

Bytes Software Services are currently seeking an experienced Security Support Consultant to join their valued team of motivated engineers in delivering first class support to their customers.

Bytes' experienced engineers are the lynchpin of our business and proud to act as an extension of our client's IT teams, delivering best in breed support and service to our customers. Each support consultant receives full support, training, and unlimited career progression in this challenging and varied role within a fun, dynamic team.

Your proven track record of delivering excellent customer support will mean you play a vital role in ensuring our customers get maximum benefit from their infrastructure. The successful applicant would play a pivotal role in keeping standards high and be rewarded accordingly.

KEY RESPONSIBILITIES:

• Become a fully participative member of the SPARC support team, providing quality telephone-based support, and at times, consultancy to Bytes' customers
• Responsible for dealing with Tier 2 and Tier 3 tickets with the aim to resolve tickets in the most efficient manner
• Ensure tickets are logged and updated within the SLAs throughout the support request life cycle
• Collaborate and share knowledge with the team to assist in case resolution and sharing knowledge

INDIVIDUAL RESPONSIBILITIES:

• Provide 3rd line telephone support for the Palo Alto product suite (Strata including VM-Series, Panorama, Prisma Access)
• Replicate and resolve customer issues where possible prior to vendor escalation
• Meet external and internal SLAs
• Maintenance and development of the lab infrastructure
• Undertake continual learning to maintain and acquire technical knowledge and skills in addition to providing internal training where required
• Assist the Implementation Team as and when required with delivery of customer projects and vendor escalation

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Educated to GCSE Level with minimum of A-C Grade in Math and English or equivalent

Professional Qualifications

• Palo Alto Networks Certified Network Security Engineer (PCNSE)
• PSE SASE PRO or PMRnA
• PSE-SWFW or PCSFE

Years of Experience

• 3 + years of experience as a senior Palo Alto support engineer
• Experience in supporting Check Point products

Other Requirements

• Solid understanding of networking technologies and network troubleshooting tools
• Possess a thorough understanding of the Strata including VM-Series, Panorama, Prisma Access
• Prima SD-WAN, Prisma Cloud, Strata Cloud Manager
• Ability to prioritise work under pressure, work without supervision and use initiative to ensure that tickets are resolved in the most efficient manner.
• Excellent written and verbal communication skills, and capable of communicating effectively with customers, team and senior stakeholders across the business.
• Excellent organisational skills and ability to juggle multiple demands without missing SLAs
• Ability to work both independently and as a team and enjoy working in an environment that requires continuous learning and development
• Ability to troubleshoot issues using own knowledge and skills, vendor information and assistance from the team