**Position Overview**:
**Key Responsibilities**:
- ** First-Level Technical Support**: Respond to customer inquiries and assist with basic troubleshooting of firewall configurations, VPN connectivity, and security policies.
- ** Incident Logging & Escalation**: Document issues, track tickets, and escalate more complex problems to L2/L3 support teams when necessary.
- ** Firewall Monitoring & Log Review**: Assist in reviewing logs, identifying potential security issues, and providing initial analysis.
- ** Basic Configuration Assistance**: Support customers with initial firewall setups, rule modifications, NAT configurations, and basic troubleshooting.
- ** Customer Training & Guidance**: Provide general guidance on firewall best practices, assisting clients in understanding basic security configurations.
- ** Collaboration with Senior Engineers**: Work closely with higher-level engineers to gain experience and expand knowledge in advanced firewall troubleshooting.
**Qualifications & Skills**:
- ** Education**: Associate's degree or bachelor's in **Computer Science, Cybersecurity, Network Engineering**, or a related field (or equivalent experience).
- ** Experience**:6 months to 2 years** in **IT support, network administration, or cybersecurity assistance**.
- ** Technical Knowledge**:
- Basic understanding of **Fortinet (FortiGate, FortiManager) and Palo Alto Networks (PAN-OS, GlobalProtect, Panorama)**.
- Familiarity with **network protocols (TCP/IP, DHCP, DNS, VLANs, VPNs)**.
- General knowledge of **firewall policies, security rules, and log monitoring**.
- ** Certifications (Preferred but not required)**:
- ** CompTIA Network+ or Security+**:
- ** Fortinet NSE1/NSE2/NSE3**:
- ** Palo Alto PCNSA (Entry Level)**
- ** Problem-Solving Skills**:



Ability to diagnose **basic** network security issues and follow troubleshooting procedures.
- ** Customer Support & Communication**: Strong **verbal and written communication** skills to assist non-technical users effectively
**Key Skills**
Communication, Security, Technical Issues, Technical Knowledge, Technical Support, Ticketing Systems
**What's In It For You?**
- ** Elective Benefits**: Our programs are tailored to your country to best accommodate your lifestyle.
- ** Grow Your Career**:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- ** Elevate Your Personal Well-Being**: Boost your financial, physical, and mental well-being through seminars, events, and our general Life Empowerment Assistance Program.
- ** Diversity, Equity & Inclusion**:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- ** Make the Most of our Global Organization**: Network with other new co-workers within your first 30 days through our onboarding program.
- ** Connect with Your Community**: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!

📌 Technical Support Analyst (Ciudad de México)
🏢 TD Synnex
📍 Ciudad de México