L1 & L2 Firewall Support Engineer

Key Responsibilities:

Level 1 (L1) Support:

• Monitor firewall and network security alerts.
• Perform initial analysis and basic troubleshooting.
• Open, track, and manage tickets using ITSM tools.
• Apply basic firewall rule changes under guidance.
• Handle access requests and perform rule verification.
• Escalate complex incidents to L2 or L3 support.

Level 2 (L2) Support:

• Perform advanced troubleshooting of firewall-related issues.
• Configure and manage firewall rules and policies (NAT, ACLs, etc.).
• Assist in patching and updating firewall software/firmware.
• Analyze logs to identify and mitigate threats or misconfigurations.
• Collaborate with security and network teams on incident resolution.
• Participate in vulnerability assessments and risk analysis.
• Maintain documentation related to firewall configurations and policies.

Technical Skills Required:

• Good understanding of TCP/IP, NAT, VPN, and routing.
• Experience with one or more major firewall vendors:
• Palo Alto Networks
• Fortinet (FortiGate)
• Cisco ASA / Firepower
• Check Point
• Familiarity with security protocols (IPSec, SSL/TLS, etc.).
• Basic scripting knowledge (Bash, Python, or PowerShell) is a plus.
• Familiarity with SIEM tools and network monitoring platforms.