Technical Support Engineer II

Technical Support Engineer II

Fortinet
Not Specified
Not Specified

Job Description


Position Overview and Job Responsibilities.
  • To provide technical support via the phone and web based systems for customers based in SAARC, ME and EMEA based regions.
  • Thorough analysis and investigation of customers reported problem and provide turnkey solution through debugging, packet captures and traffic flow analysis which may also involve reproducing customers sophisticated network setup in the lab environment.
  • Report and follow up with Engineering/Development to address and resolve product issues.
  • Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
  • Running real-time phone or remote access sessions with customers.
  • Develop core competency on Fortinet's product line and technologies.

Skills and Attribute Requirements:
  • Network Security Expert (NSE7) or CCNA/CCNP certified.
  • Good understanding of data networking protocols, specifically TCP/IP, routing and switching fundamentals.
  • Strong troubleshooting and problem solving skills of various OSI layer protocols.
  • Hands-on experience on IPsec, SSL, SD-WAN, Authentication, WAF, VoIP, Hardware redundancy and dynamic routing protocols.
  • Working knowledge on Linux OS, virtualization technologies and Cloud Computing.
  • Experience in Python or any similar language will be an added advantage.
  • Exemplary skills in oral and written communication skills including the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations.

Educational and Experience Requirements:
  • 4 or more years of experience in the computer networking or security industry.
  • Bachelor/Master's degree in Electronics/Computer Science/Software Engineering or an equivalent combination of training and experience.

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