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Fortinet Advanced Support Engineer 
Canada 
246730528

15.08.2024

Responsibilities:

  • As the primary post sales technical resource. A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
  • Independently debug broad, complex, and unique networks with mixed media and protocols is required.
  • Thrive in stressful environments and immediately be productive in troubleshooting and debugging issues.
  • Act as a reliable go-to resource for difficult and complex escalations.
  • Proactively review reports of software engineers.
  • Facilitate root cause investigations and suggest implementation of corrective and preventative measures.
  • Provide or suggest technical content improvement to customer-facing forums or other technical documentation.

Job Skills required:

  • Experience in a technical support role in a networking/security company or equivalent education
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches
  • Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
  • Strong troubleshooting and problem-solving skills
  • Extensive working knowledge of Windows, 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.

Qualifications - An engineer who:

  • Is expert level of products and solution knowledge
  • Troubleshoot new issues on-the-fly accurately and effectively
  • Work lengthier escalations, manage independent lab design and reproduction without much guidance
  • Consistently identify viable workarounds
  • Proactively acquire in-depth troubleshooting and feature skills
  • Proactively designs new teaching material and labs once new knowledge is acquired
  • Thrive in stressful environments and immediately be productive in troubleshooting and debugging issues
  • Excellent written and verbal communication skills

Experience and Education:

  • Minimum of 4 years of experience in a technical support/post-sales role.
  • Minimum Bachelor’s degree in Computer Science, Software Engineering, or an equivalent combination of training and experience related field.

Relevant Certifications:

  • Good to have - NSE4-8, CCNA, CCNP, CCIE, AWS, Azure, Linux, ITIL v4