Technical Support Engineer

2 weeks ago

Riyad Al Khabra, Saudi Arabia Fortinet Full time

JOB TITLE : TECHNICAL SUPPORT ENGINEER – LEVEL 1

ROLES AND RESPONSIBILITIES :

  • Providing technical support to Fortinet customers / Partners on Fortinet products (Viz., FortiGate and FortiProxy) 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 / educates engineers / 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 the documentation on these setups
  • Technical documentation

REQUIREMENTS :

  • 1 and above years of relevant experience in 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 4 / NSE7 / CCNA / CCIE / 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 VPN, IPSec and SSL VPN

EDUCATION :

  • Bachelor's / Master's Degree in CSE / Electronics / Electrical / BCA / BSc
  • Diploma in CSE / B.Tech with considerable experience

Fortinet (NASDAQ : FTNT) is a worldwide provider of network security appliances and the market leader in unified threat management (UTM). Our products and subscription services provide broad, integrated and high-performance protection against dynamic security threats while simplifying the IT security infrastructure.

Fortinet is headquartered in Sunnyvale, California USA, with offices around the world. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. We are an equal opportunity employer offering exciting work, competitive compensation and benefits.

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