Senior Technical Support Engineer H/F - Ottawa, ON, Canada - Fortinet, Inc.

Description

Technical Support Engineer - Wifi "Job Details" Job Identification
Technical Support
Bachelor's Degree
Full time
Fortinet is looking out for Senior Technical Support Expert for SWAT (Switching and Wireless Access Terminal) team.
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
Provide customer education where needed due to gaps in networking, product knowledge etc
Consultation of technical documentation, bulletins and release notes for known problems
Follow up on technical cases including proper escalation and management of the case until case closure.
Experience in a technical support role in a networking/security company or equivalent education
11 networks, 4G LTE experience.
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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