Fortinet Looking for Technical Support Engineer – 1 at Bengaluru, Karnataka Full Time

3+ years of experience in a technical support role in a networking/security company or equivalent education

Good understanding of Wi-Fi 802.11 networks, 4G LTE experience.  Strong understanding of TCP/IP, routing protocols, L2/L3 switches.

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 including  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