Job Description

:Job Skills Required5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent educationStrong understanding of Wi-Fi 802.11 networks and 4G LTE experience.Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.Experience with security products: firewalls, IPsec, IDS/IPS, and WIDSStrong troubleshooting and problem-solving skills.Extensive working knowledge of Windows, MACOs, UNIX or LinuxPrevious 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 attitudePosition Overview and Job Responsibilities:Running real-time phone or remote access sessions with customersProvide direct technical web and telephone support to Fortinet customers.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 informationRecommend 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.Desired Skills:Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP)Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security gateways, 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 Linux, Perl Scripting, SQL, Python

Fortinet