Technical Support Specialist

Fortinet

Technical Support Specialist


Fortinet is looking for Technical Support Engineers to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security. 

Job Responsibilities 

  • Provide direct technical web and telephone support to Fortinet customers including
  • Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder, and FortiSandbox
  • 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 if 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 

 

Job Skills Required 

  • Experience in a technical support role in a networking/security company or equivalent education
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VoIP, messaging 

  • Seniority level

    Entry level

  • Employment type

    Full-time

  • Job function

    Information Technology

  • Industries

    Computer & Network Security

Ottawa, Ontario, Canada


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