Technical Support Engineer

4 weeks ago

Bengaluru, India Fortinet Full time

Fortinet is currently looking for professional computer networking aspirants for its senior “Technical Support Engineer 1” role to join our Bangalore office to provide exceptional customer service for our loyal customers. The ideal candidate is energetic and passionate about working for Fortinet and supporting our customers while developing good and respected relationships with internal and external customers. This is a great opportunity to excel in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security

ROLES AND RESPONSIBILITIES:


* 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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