- Performing upgrades and advanced configuration change requests on managed customer Firewalls or Network equipment

- Performing troubleshooting providing "hands on" 2nd/3rd line escalation assistance to colleagues, liaising with the manufacturers when appropriate

- Using your skills and experience to attempt any cases, adapting troubleshooting skills and knowledge of firewalls and networking

- Engaging with customers professionally, providing telephone, email and remote technical assistance

- Ensuring all parties are regularly updated with the progress of incidents and change requests

- Contributing to setting up LAB environments to simulate customer environments, troubleshoot as well as develop skills and expertise

- Providing mentorship and guidance for junior engineers

- Experience working in a Support or Managed Services environment

- Advanced Next Generation Firewall troubleshooting and configuration experience e.g. Palo Alto, Fortigate, Checkpoint, Cisco Firepower

- Industry certifications are looked upon favourably especially if you hold them with vendors we work with e.g. Palo Alto PCNSA, PCNSE

- If you have experience and hold equivalent certifications with other vendors we would still love to hear from you e.g. Fortigate, Checkpoint, Cisco Firepower/ASA - CCSA, CCSE, NSE5, NSE6, CCNA/CCNP Security or equivalent

- Strong knowledge of networking e.g. CCNA/CCNP or equivalent

- Excellent communication skills, both written and verbal

- Understand a wider impact of changes to production systems