Technical Consultant- Network
3 weeks ago
Job Location : Bangalore/Gurgaon
Job Title : Technical Consultant Network & Security (FortiGate)
Relevant Experience : 8 + years
Job Grade : TS4
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 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, resolved and follow-ups are done in a timely manner reported via 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 & 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 & raise incidents to 3the party (vendors / telecom providers)
- Propose improvement plans (technical & 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, Panaroma )
- 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 to work in an ITIL structured organisation 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, Switching.
- Experience with Wireshark or other protocol analysers.
- Configuring network & security devices with end-to-end security in mind.
- Configuring end to end Quality of Service
- Troubleshoot using traffic analysers, NetFlow collector, 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 :
- Masters/Graduate degree holder
- Fortinet NSE5 and above (Desired), PCNSE, PCNSA, CCIE, CCNP Security
- CCIE, CCNP routing switching (Desired)
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