Technical Support Engineer

• Providing technical support to Fortinet customers and partners on Fortinet products (Viz., Fortigate, and others) through Web/CHAT-based and voice-based
• Collection and analysis of customer network information and to resolve technical issues
• Recommending corrective actions based on gathered data and its analysis, including configuration amendments
• Running real-time phone or remote troubleshooting sessions with customers
• Advises or educates engineers and customers within procedural guidelines to ensure a complete solution to their technical or service questions. Recreates, identifies, and provides input on unique or recurring customer problems
• Focusing on delivering a positive customer experience according to FORTINET standards and meeting the KPIs
• Setup the test environments as necessary for replication of the customer-reported issues and provide documentation on these setups
• Technical documentation

• 2 and above years of relevant experience in the Networking/Networking Security Industry
• Very good knowledge of general networking and Network Security concepts
• Ability to work independently and/or as a team, based on the circumstances
• Ability to quickly learn new or unfamiliar technologies and products independently using training Sessions, documentation, and online resources
• Ability to meet deadlines, goals, and objectives
• Proficient Verbal and written communication skills

• Having any of industry certificates (NSE's / CISCO / PCNSE / JNCIA Etc.)
• Basic experience with Network and Network security devices - Firewalls/IPS 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 database maintenance and SQL is an advantage

• Bachelors / Master's Degree in CSE / Electronics /Electrical / BCA / BSc) or an equivalent combination of training and experience.

Fortinet