Technical Consultant

6 days ago

Bangalore, India Getronics Full time

About Getronics

We empower your business to stay competitive by offering flexible, secure and reliable technology services, tailored to your unique needs, helping to drive growth, increase efficiency, reduce cost, and deliver measurable success.

We are committed to low-carbon and sustainable development through our IT solutions to help companies like yours reduce their environmental impact.

Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe.

We are one of only 18 companies from around the world positioned within the Gartner’s 2024 Magic Quadrant for Outsourced Digital Workplace services, and we are the leading and founding member of the Global Workspace Alliance (GWA).

We are committed to delivering exceptional customer service, to enable your business to focus on your core strengths while entrusting your IT needs to Getronics.

Team Purpose:

The Managed Network & Security Team is responsible for the management of the Network & Security devices in Getronics Datacenters, connectivity towards customers and cloud providers and on-premise network & security implementations at our Customers

You should possess excellent communication and team working skills and have confidence working on your own initiative. You will be required to work from Monday-Friday, Weekly Oncall would be on rotational basis.

Role Purpose:

We are looking for an experienced Fortinet professional who is autonomous, experienced, self-driven Network fanatics.

The role is to proactively and reactively manage the Network and Security devices , act on alarms from our network management systems , act on incidents reported by our customer. Troubleshoot & analyze incidents and changes , 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 out of 50 Engineers globally.

As a Technical Consultant, you will be heavily engaged to personalize their customers experience and ensure a successful Fortinet 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 Fortinet 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.

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 to

  • 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
  • Analyze 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.
  • Analyze reporting before used by Service Delivery Manager.

This role involves client interaction.

The scope of products / vendors covers –

Primary - FortiGate, FortiManager, FortiAnalyser with expert skills of handling both Migration, project and BAU activities and must be a Subject Matter expert.

Secondary - Cisco ASA/Cisco FTD/Palo Alto ( Firewall, Panorama ) with decent operational experience

Mandatory -Cisco (Routing ,Switching)

Does not limit to others Fortinet Products

Fortinet products(FortiAuthenticator, FortiNAC, FortiSwitch, FortiClient, Secure Wireless LAN) will be added advantages.

Other Technologies and Vendors as added Advantages

Cisco Wireless, Cisco ACI, Meraki ( Wireless ,SDWAN ),F5 Load Balancer, Cisco ISE.

Qualifications & Certifications

· Masters/Graduate degree holder

· Fortinet Certified Professional in Network Security (Desired) with the following core and one electives exams completed.

(a)FortiGate Administrator(Core), (b)FortiManager Administrator(Elective), (C) FortiAnalyzer Administrator(Elective).

· PCNSE/PCNSA/CCIE/CCNP Security(Nice to have)

· CCIE/CCNP routing switching (Nice to have)

Skills/Experience

· Minimum 8 years’ relevant experience ( see list of vendors )

· Hands on experience to work in an ITIL structured organization dealing with Incident / Change / Problem management

· Hands on experience in handling major IT infrastructure vendor products such as Fortinet , Cisco and Palo Alto.

· Expert with implementing and supporting Advanced routing protocols, 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 , capacity management tools.

· Incident Report Document writing.

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

· Participating in Team & Customer meetings.

· Effective English speaking & writing skills.

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