Technical Support Engineer
3 weeks ago
* Providing technical support to Fortinet customers and partners on Fortinet products (Viz., Fortigate, and others) through Web/CHAT-based and voice-based* Collection and analysis of customer network information and to resolve technical issues* Recommending corrective actions based on gathered data and its analysis, including configuration amendments* Running real-time phone or remote troubleshooting sessions with customers* Advises or educates engineers and customers within procedural guidelines to ensure a complete solution to their technical or service questions. Recreates, identifies, and provides input on unique or recurring customer problems* Focusing on delivering a positive customer experience according to FORTINET standards and meeting the KPIs* Setup the test environments as necessary for replication of the customer-reported issues and provide documentation on these setups* Technical documentation
REQUIREMENTS:* 2 and above years of relevant experience in the Networking/Networking Security Industry* Very good knowledge of general networking and Network Security concepts* Ability to work independently and/or as a team, based on the circumstances* Ability to quickly learn new or unfamiliar technologies and products independently using training Sessions, documentation, and online resources* Ability to meet deadlines, goals, and objectives* Proficient Verbal and written communication skills
DESIRED:* Having any of industry certificates (NSE’s / CISCO / PCNSE / JNCIA Etc.)* Basic experience with Network and Network security devices – Firewalls/IPS 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 database maintenance and SQL is an advantage
EDUCATION:* Bachelors / Master’s Degree in CSE / Electronics /Electrical / BCA / BSc) or an equivalent combination of training and experience.#LI-Onsite
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