Fortinet Technical Support Engineer 

Canada, Ontario, Ottawa 

268969743

Job Responsibilities:

• 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.