- 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
- Experience in a technical support role in a networking/security company or equivalent education
- Strong understanding of WiFi 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.
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Technical Support Engineer - Ottawa, Canada - Fortinet
Description
Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.
Job Responsibilities
Job Skills Required
Why Join Us:
We encourage candidates from all backgrounds and identities to apply. We offer a supportive work environment and a competitive Total Rewards package to support you with your overall health and financial well-being. Embark on a challenging, enjoyable, and rewarding career journey with Fortinet. Join us in bringing solutions that make a meaningful and lasting impact to our 660,000+ customers around the globe.
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