Technical Support Expert
Fortinet
- Burnaby, BC
- 88.000-119.000 $ par an
- Permanent
- Temps-plein
- Basic troubleshooting on the core Fortinet products - 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
- 2+ years of 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, routing protocols, L2/L3 switches.
- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning.
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Strong communication skills, both written and verbal.
- Bachelors degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.