Fortinet Technical Support Lead - ETAC 

Czechia, Prague, Prague 

95257469

Job Title:

Technical Support Lead Engineer

Reports to:

ETAC Technical Support Manager

EMEA Support Center, Prague

Job Description Summary:

The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

**Please note that this is not an IT/system administration position.

Key Responsibilities:

• To provide direct technical support via the phone, chat, remote access and web based systems to our customers and partners though-out the EMEA Region.
• Ensure engineers are providing advice and the initial point of escalation for all technical matters within the team
• Managing and planning the working schedule and shifts for the team
• Assignation of tickets to appropriate resources in the team, and ensuring proper distribution per levels
• Day-to-day follow up of all tickets and managing the flow between TAC levels
• Ensure proper telephone support coverage and call distribution within the team
• Ensure correct escalation procedures and processes are applied to all tickets that need to be moved to the next level of support
• Initial point of response to escalation requests, for both internal and external requests
• Management and assignation of “follow-the-sun” tickets
• Following up with customers as per their quality survey feedback
• Mentor new hires and ensure that they are given the training and support required to quickly attain operational speed
• Provide weekly reports on engineer utilization

Skills and Attributes Requirements:

• Solid understanding of Mail Security Gateways and/or Voice
• Advanced knowledge of Windows, Linux skills an advantage
• Strong troubleshooting and problem solving skills
• Working experience with VMware and/or other virtualization technologies
• Working knowledge of common open source apps such as SendMail, postfix, openLDAP, iptables etc..
• Knowledge of common mail systems Domino servers, Microsoft Exchange
• Advanced knowledge about encryption technologies such as SSL and security certificates.
• People handling and management skills
• Effective communication skills

Educational and Experience Requirements:

• Five years or more experience
• Minimum of a BS or BA degree required.
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
• Advanced knowledge of English (written and spoken) other languages are an advantage