Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
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
Job Experience Required:
1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
Deep working knowledge of operating systems -- Windows, OSX, Linux
Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
Strong troubleshooting and problem-solving skills
Strong communication skills, both written and verbal.
Educational Requirement:
Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.