UED742 - Technical Support Engineer

UED742 - Technical Support Engineer

30 abr
|
Fortinet
|
Distrito Federal

30 abr

Fortinet

Distrito Federal

Ciudad de México



Job Responsibilities



- Work closely and provide direct technical email and phone support to our customers in the Latin America region

- Analysis of support requests; completion of requests for information and documentation

- Collection, analysis and change recommendations of configuration information

- Collection and analysis of customer network information

- Collection and initial analysis of packet trace information

- Recommend actions based on analysis

- Customer education (gaps in networking, product knowledge etc.

- Consultation of technical documentation, bulletins and release notes for known problem

- Reproduction of customer environments on lab equipment



- Follow up technical cases, escalate, and manage the right expectation until the closure of the cases

- Provide knowledge transfer to peer engineers and advisory to junior engineers



Job Skills Required



- At least 6-8 years of experience in a technical support role in a networking/security company

- Strong understanding of TCP/IP, routing protocols, L2/L3 switches

- Experience with security products firewalls, IPSec, SSL, IPS, Anti-Spam, virus scanning, authentication protocols

- Strong troubleshooting and problem solving skills

- Deep working knowledge of Windows, UNIX or Linux

- Previous call center experience, preferably supporting data networking products and/or security products is desirable.

- Travel 10%



Educational Requirements



- Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable



Must have a valid working visa/permit for the site you are applying and no restrains to travel to Canada, USA and Mexico.



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