Fortinet Technical Support Specialist 

United States, Georgia, Atlanta 

618256970

Job Responsibilities:

• Basic troubleshooting on the core Fortinet products
• FortiClient and Fortigate - collection, analysis and change recommendations of configuration information
• Collection and analysis of customer system 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; work to isolate and solve problems; recommend potential new solutions
• 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; conduct and lead customer management meetings regarding escalation

Job Experience Required:

• 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
• Experience with security products -firewalls, IDS/IPS, VPN, virus scanning -- endpoints and networking.
• Strong troubleshooting and problem solving skills
• Previous call center experience, preferably supporting endpoints and/or security products is desirable.
• Strong communication skills, both written and verbal.

Educational Requirement:

• Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.