Technical Support Engineer

at  Fortinet

Fortinet is a global leader in the cyber security industry recognized for our innovative solutions and commitment to customer satisfaction. Our products are designed to help organizations of all sizes protect their networks and data from cyber threats. We have a global presence, with offices and partners in over 100 countries around the world and employ more than 12,000 people worldwide.

WHY WE NEED YOU.

We are currently seeking an experienced Technical Support Engineer to join our team supporting Fortinet’s flagship product – FortiGate. You will provide support to our customers and partners and provide a consistently excellent standard of customer assistance and service.
Through strong technical skills and product knowledge, the Support team works to resolve cases raised by effective troubleshooting, research, and testing or for more complex issues work directly with back-line and development teams.

Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience.

• 3 - 6 years’ experience in an IT or technical support role.
• Experience in the telecommunications/networking/security industry.
• Good knowledge of the OSI model.
• Strong understanding of networking protocols, specifically TCP/IP, routing and switching.
• Proficient spoken and written English.
• Positive, communicative, and customer-oriented attitude.
• Excellent time management, multi-tasking and organizational skills.
• Self-motivated to develop technically.
• Ability to cope and work under pressure.

WHAT YOU WILL BE DOING.

• Work as part of a team to provide technical assistance to Fortinet-certified partners and customers for Fortinet Firewalls (FortiGate) and other devices.
• Run real-time troubleshooting sessions with partners/customers.
• Test and reproduce partner/customer issues in the Laboratory.
• Recommend corrective actions based on gathered data and analysis.
• Run real-time phone or remote access sessions.
• Report software/hardware related issues to R&D department.
• Acquire knowledge by participating in round tables, training, and self-learning.

TO BE SUCCESSFUL IN THE ROLE, YOU WILL HAVE:

Bachelor’s degree in computer science, Software Engineering or related field, or an equivalent combination of training and experience.

• 3 - 6 years’ experience in an IT or technical support role.
• Experience in the telecommunications/networking/security industry.
• Good knowledge of the OSI model.
• Strong understanding of networking protocols, specifically TCP/IP, routing and switching.
• Proficient spoken and written English.
• Positive, communicative, and customer-oriented attitude.
• Excellent time management, multi-tasking and organizational skills.
• Self-motivated to develop technically.
• Ability to cope and work under pressure.