NOC Escalation Support Engineer

Job Title: NOC Escalation Support Engineer

Location: Toronto, ON - Onsite

Duration: 6+ months Contract

Job Description:

• Provide Level 2/3 escalation support for network and security-related incidents.
• Troubleshoot and resolve issues related to Palo Alto GlobalProtect VPN and endpoint connectivity.
• Support Netskope deployment, integration, policy configuration, and troubleshooting.
• Analyze logs and alerts to identify root causes of incidents.
• Collaborate with Tier 1 support, engineering teams, and vendors for issue resolution.
• Monitor network and security infrastructure using monitoring tools (e.g., SolarWinds, Splunk, or equivalent).
• Create and maintain knowledge base articles and documentation for recurring incidents and troubleshooting steps.
• Assist in implementing changes, patches, and updates to Palo Alto and Netskope environments.
• Participate in on-call rotation and provide support during critical incidents and scheduled maintenance windows

Qualification Requirements:

• 2 4 years of experience in a NOC or security/network support role.
• Hands-on experience with Palo Alto GlobalProtect VPN setup and troubleshooting.
• Experience with Netskope deployment and support, including client connectors and policy enforcement.
• Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, routing, switching, VPNs.
• Experience with basic firewall rule analysis and configuration.
• Familiarity with cloud security principles and web proxy concepts.
• Ability to analyze packet captures (Wireshark, PCAPs) and security logs.
• Excellent troubleshooting, documentation, and communication skills.
• Palo Alto Networks Certified Network Security Administrator (PCNSA) or higher
• Netskope Certified Cloud Security Administrator (NCCSA)
• CompTIA Network+ or Cisco CCNA

Key Skills:

Level 2/3 Escalation Support, Palo Alto, Network Troubleshooting, Firewall, VPN Administration, Security Monitoring, DNS, TCP/IP, NOC Support.