Advanced Support Engineer
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Job Description
Advanced Support Engineer delivering technical support for US Federal customers, expanding knowledge in network security. Assisting with Fortinet products in a fast-paced remote environment.
Responsibilities:
- Collection, analysis, and change recommendations of configuration information
- Collection and analysis of customer network information
- Collection and analysis of packet trace information
- Recommend actions based on analysis
- Customer education (gaps in networking, product knowledge etc)
- Reproduction of customer environments on lab equipment
- Follow up technical cases and manage the right expectation until the closure of the cases
- Work closely and provide direct technical email and phone support to FFI customers
- Develop best practice deployment and troubleshooting methodology documentation.
- Analysis of support request, completion of requests for information and documentation
- Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
- Participate in an on-call rotation to support FFI customer outside of business hours
Requirements:
- Minimum of two years relevant professional experience preferably in the network industry
- Strong network security and routing experiences
- Scripting and Windows server app experience
- Exceptional customer service orientation and strong communications skills
- Proficient with MS Word, PowerPoint, and Excel
- Asset to have Fortinet NSE 4 or 5, CCNA or CCNP
- US Citizenship is required
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