Fortinet Technical Support Engineer - Switching 

India, Karnataka 

374494753

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

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