Technical Consultant

1 month ago

Bengaluru, India Getronics Full time

About Getronics

Getronics family is an ICT Services group consisting of the Getronics and Connectis brands. With an extensive history that extends over 130 years, the Getronics family has 4000+ employees in 22 countries across Europe, Asia Pacific & Latin America, and has a complete portfolio of integrated ICT services for the large enterprise and public sector markets.


This includes Workspace, Applications, Communication, Data Centre, Cloud, Consulting, Product and Managed Services. Getronics is the leading member in the Global Workspace Alliance, a unique model that provides customers with a consistent IT service throughout the world, with one single point of contact and billing entity, delivering services to 100 countries. The GWA is ranked number 3 globally according to OVUM’s Managed/Maintained End-user Devices with a total of 10M assets.

Our Vision: To reimagine how digital technologies can shape the future, one client at a time.

Our Missions: To deliver technology solutions that drive superior business outcomes.

Our Values: We Are Authentic

We Are Curious

We Believe In People

We Are Customer Obsessed

We Are Courageous

Team Purpose

The Managed Network & Security Team is responsible for the management of the Network & Security devices in Getronics Datacentres, connectivity towards customers and cloud providers, and on-premises network & security implementations at our Customers. You should possess excellent communication and teamwork skills and have confidence in working on your own initiative. You will be required to work during European business hours from Monday-Friday, Weekly On-call will be on a rotational basis.


Role Purpose

The role is to proactively and reactively manage the Network and Security devices, act on alarms from our network management systems, and act on incidents reported by our customers. Troubleshoot & and analyze incidents and changes and make suggestions to fix and implement the solution. Test and deploy software upgrades or security patches. Work as a full member of our international team that consists of 50 Engineers globally. As a Technical Consultant, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for our esteemed customers. You will engage both proactively and reactively with the customer to address any Palo Alto Networks technology technical needs. You will also provide escalation management for any technical issues encountered with customers' enterprise deployment, resulting in faster time to value.


Job Location- Bangalore/Gurgaon

Job Title - Technical Consultant – Network & Security(FortiGate)

Relevant Experience - 8 + years


Responsibilities

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in the call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with vendors to resolve technical issues and thus does not limit to the above with more involvement like

• Manages the design, implementation, and ongoing management of mainly.

• Provide reactive/proactive Designated Technical Support to top-tier customers.

• Provide configuration review, troubleshooting, and best practices to named customers.

• Manage support cases to ensure issues are recorded, tracked, and resolved, and follow-ups are done in a timely manner and reported via the Service desk and Customer.

• Provide fault isolation and root cause analysis for technical issues.

• Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.

• Gather and retain customer-specific documentation in a secure location for ease of troubleshooting.

• Review of technical documentation, troubleshooting guides, etc, and improvement Plans

• Act on Incidents reported by our network management tools.

• Act on Incidents reported by the customer (via our service desk)

• Proactively test & and upgrade software on various devices

• Analyse capacity management reports & propose improvements.

• Prepare and execute Change requests.

• Remotely Configure new devices

• Interact with multiple teams (Helpdesk, Customer, Service Delivery Managers)

• Communicate & and raise incidents to 3the party (vendors/telecom providers)

• Propose improvement plans (technical & and human activity)

• Proactively seek guidance from peers and seniors where required.

• Team presentations on your activities

• Propose improvements for our network management tools / Configuration.

• Analyse reporting before used by Service Delivery Manager

• This role involves client interaction.

The scope of products/vendors covers –

• FortiGate, Cisco ASA, Cisco FTD, Palo Alto ( Firewall, Panorama )

• Cisco (Routing, Switching), Wireless, Cisco ACI

• Meraki (Wireless,SDWAN )

• Primarily: Cisco (Routing/Switching), FortiGate Firewalls

• Secondary: One of the following firewalls Palo Alto, Cisco ASA, Cisco Firepower, Cisco ACI


Core Skills

• Minimum 8 years relevant experience (see list of vendors)

• Hands-on experience working in an ITIL-structured organization dealing with Incident / Change / Problem management.

• Hands-on experience in handling major IT infrastructure vendor products such as Cisco and Palo Alto.

• Expert with implementing and supporting Advanced routing protocols and switching.

• Experience with Wireshark or other protocol analyzers.

• Configuring network & security devices with end-to-end security in mind.

• Configuring end to end Quality of Service

• Troubleshoot using traffic analyzers, NetFlow collectors, and capacity management tools.

• Incident Report Document writing.

• Documentation (MS Word) & drawing ( MS Visio ) updates

• Participating in Team & Customer meetings.

• Effective English speaking & writing skills.


Soft Skills

▪ Driven and Customer-focused.

▪ Ability to work well under pressure.

▪ Proactive Attitude

▪ Problem Solving

▪ Excellent Communication - Verbal & Written

▪ Independent and resourceful with minimal supervision

▪ Team player

▪ Take initiative

Certification/Training

• Masters/Graduate degree holder

• Fortinet NSE5 and above (Desired), PCNSE, PCNSA, CCIE, CCNP Security

• CCIE, CCNP routing switching (Desired)

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