Fortinet

Fortinet is hiring Technical Support Engineer – Routing & Switching

March 28, 2024
chandan

Job Description

Job Skills Required

  • 5 to 7 years of experience in a Technical Support role in a Switching networking company or equivalent education
  • Strong understanding of switching technology of VLAN, VTP, EtherChannel, DHCP, ARP.
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches, STP.
  • Experience with security products firewalls, IPSec, IDS/IPS, WIDS
  • Strong troubleshooting and problem-solving skills.
  • Extensive working knowledge of Windows, MACOs, UNIX or Linux
  • Previous call center experience, preferably supporting data networking products and/or security products is desirable.
  • Strong English skills both written and verbal.
  • Positive, communicative, and customer-oriented attitude

Position Overview And Job Responsibilities

  • Running real-time phone or remote access sessions with customers
  • Provide direct technical web and telephone support to Fortinet customers.
  • Support and troubleshooting on the wireless and switching range of Fortinet products.
  • Collection, analysis and change recommendations of configuration information.
  • Collection and analysis of customer network information.
  • Collection and initial analysis of packet trace information
  • Recommend corrective actions based on analysis.
  • Provide customer education where needed due to gaps in networking, product knowledge etc…
  • Consultation of technical documentation, bulletins, and release notes for known problems.
  • Reproduction of customer environments on lab equipment.
  • Follow up on technical cases including proper escalation and management of the case until case closure.
  • Manage customer communications and expectations until the closure of each case.

Desired

  • Having any of industry certificates (CCNA, CCNP)
  • Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security Gateways 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 Linux, Perl Scripting, SQL, Python

Education

Bachelors/master’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.