Job Description

To support our continued growth in the UK, we are seeking an experienced Network and Security Managed Services Engineer with strong specialisation in Palo Alto Networks technologies to join our team. This role requires a deep technical focus on the Palo Alto Networks ecosystem, with hands-on expertise across the Palo Alto security platform and product stack. The successful candidate will be comfortable designing, supporting, and troubleshooting Palo Alto Networks solutions within complex customer environments and acting as a trusted technical specialist in this area. Candidates must possess a current Palo Alto Networks certification in one of the following: Next-Generation Firewall (NGFW) Engineer or Security Service Edge (SSE) Engineer.

This is a fantastic opportunity for an engineer looking to further develop their career within a highly skilled technical team, working extensively with Palo Alto Networks technologies.

Your Role as Network and Security Managed Services Engineer

Your role as a Network and Security Engineer is critical to our customer support processes. You will provide Level 2 and Level 3 support to our clients to resolve complex network/systems faults, in addition to implementing customer service requests on a range of networking technologies, including WAN, Managed LAN, Firewalls and Wi-Fi.

• Conduct technical onboarding of new clients, including configuring Palo Alto Networks solutions, VPN access, alert monitoring, and maintaining accurate technical documentation
• Ensure that assigned Palo Alto Networks infrastructure within customer environments is configured, deployed, tested, and fully operational; monitor customer environments remotely
• Proactively identify network and security issues within Palo Alto environments, logging incidents with the appropriate level of detail and taking ownership through to resolution
• Implement configuration changes to Palo Alto Networks platforms in line with agreed change management processes
• Perform software upgrades, patches, and security updates across supported Palo Alto technologies
• Provide 2nd and 3rd Line support for Palo Alto Networks solutions, resolving faults and fulfilling service requests within managed service environments
• Deliver excellent customer service, managing customer communications and expectations throughout incident resolution and service delivery
• Work within strict Service Level Agreements (SLAs) for change requests, fault restoration, and incident resolution
• Manage and coordinate escalated incidents, liaising with Palo Alto Networks support where required for major incidents or complex technical issues
• Ensure customers receive clear and timely progress updates on incidents and service requests, while keeping internal systems and ticketing platforms fully updated
• Manage support tickets effectively to meet agreed KPIs and operational targets
• Provide mentoring and technical guidance to junior engineers, particularly around Palo Alto Networks technologies and best practices
• Contribute to Continual Service Improvement (CSI) initiatives to enhance service delivery and customer experience
• Collaborate with the wider technical and security community within [Employer hidden — sign up to reveal] on projects, improvements, and knowledge sharing related to Palo Alto Networks solutions

Job Requirements

We hire smart, high-energy people who take pride in delivering high-quality technical support. You will be a highly motivated individual who works well within a collaborative team environment and communicates clearly with both colleagues and customers.

Essential Experience

• Strong hands-on experience with Palo Alto Networks technologies, including Next-Generation Firewalls and the wider Palo Alto security platform
• Proven experience managing and supporting network infrastructure, including switches, routers, and firewalls
• Strong troubleshooting and problem-solving skills across network and security environments
• Experience with network monitoring tools using SNMP (e.g., Zabbix or similar platforms)
• Experience working within an ITIL-based support environment and meeting defined SLAs
• Excellent written and verbal communication skills
• Deep working knowledge of networking and network security principles

Certifications

• Candidates must possess a current Palo Alto Networks certification in one of the following: Next-Generation Firewall (NGFW) Engineer or Security Service Edge (SSE) Engineer.

Desired Experience

• Experience supporting or managing Palo Alto Prisma Access or SASE solutions
• Experience supporting or managing SD-WAN environments, particularly within the Palo Alto ecosystem
• Broader exposure to cloud-delivered security and modern security architectures

Why Work at [Employer hidden — sign up to reveal]?

You will get to work in a dynamic, fast-paced environment where you are free to use your initiative in support of our strategic objectives. You will work alongside high calibre sales, technical, and operational experts as part of a supportive, tight-knit team. [Employer hidden — sign up to reveal] offers a highly competitive remuneration scheme along with industry-leading benefits.

[Employer hidden — sign up to reveal] is an equal opportunity employer and is committed to creating and sustaining an environment in which everyone is provided with an equal opportunity to grow and develop, and no individual will be unjustly discriminated against.