Job Skills Required
5 to 7 years of experience in a Technical Support role in a Switching networking company or equivalent education
Strong understanding of switching technology of VLAN, VTP, EtherChannel, DHCP, ARP.
Strong understanding of TCP/IP, routing protocols, L2/L3 switches, STP.
Experience with security products firewalls, IPSec, IDS/IPS, WIDS
Strong troubleshooting and problem-solving skills.
Extensive working knowledge of Windows, MACOs, UNIX or Linux
Previous call center experience, preferably supporting data networking products and/or security products is desirable.
Strong English skills both written and verbal.
Positive, communicative, and customer-oriented attitude
Position overview and Job Responsibilities:
Running real-time phone or remote access sessions with customers
Provide direct technical web and telephone support to Fortinet customers.
Support and troubleshooting on the wireless and switching range of Fortinet products.
Collection, analysis and change recommendations of configuration information.
Collection and analysis of customer network information.
Collection and initial analysis of packet trace information
Recommend corrective actions based on analysis.
Provide customer education where needed due to gaps in networking, product knowledge etc…
Consultation of technical documentation, bulletins, and release notes for known problems.
Reproduction of customer environments on lab equipment.
Follow up on technical cases including proper escalation and management of the case until case closure.
Manage customer communications and expectations until the closure of each case
Desired:
Having any of industry certificates (CCNA, CCNP)
Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security Gateways etc.)
Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
Knowledge of Linux, Perl Scripting, SQL, Python
Education:
Bachelors/master’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable