Network and Security Managed Services Engineer (Palo Alto Networks)

Nomios' mission is to build a ‘secure and connected’ future. Organisations across the globe depend on us to help secure and connect their digital infrastructures.

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 hold a current Palo Alto Networks certification such as PCNSE (Palo Alto Networks Certified Network Security Engineer) or an equivalent Palo Alto certification.

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. The ideal candidate will bring a specialist mindset, proactive approach, and strong technical curiosity, while also being keen to share knowledge and mentor others within the team.

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.

Working as part of a team, you need to love what you do! You should want to consistently learn and certify; be able to challenge the status quo; thrive on problem solving; and have a keen eye for detail.

Responsibilities

Your responsibilities will support the aim of providing a first-class customer experience, with a strong focus on delivering expert support across the Palo Alto Networks security platform.

You will be expected to:

• 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 Nomios on projects, improvements, and knowledge sharing related to Palo Alto Networks solutions