Job Description:

Job Skills Required:

• 5 to 7 years of experience in a technical support role in a wireless networking/wireless security company or equivalent education 
• Strong understanding of Wi-Fi 802.11 networks, 4G LTE experience. 
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches. 
• Experience with security products firewalls, IPsec, IDS/IPS, WIDS 
• Strong troubleshooting and problem-solving skills. 
• 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. 
• Positive, communicative, and customer-oriented attitude 

Position Overview and Job Responsibilities: 

• Running real-time phone or remote access sessions with customers 
• Provide direct technical web and telephone support to Fortinet customers. 
• 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 
• Recommend corrective actions based on analysis. 
• Provide customer education where 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. 

Desired: 

• Having any of industry certificates (FCNSA, CCNA, CCNP, CWSP) 
• Basic experience with security devices (Controllers, Cloud, Access Points, 4G LTE, Switches, Routers, Firewalls, IPSs, Mail Security Gateways etc.) 
• Knowledge of dynamic routing protocols and its implementation (OSPF, BGP) 
• Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.) 
• Knowledge of Linux, Perl Scripting, SQL, Python 

Education: 

Bachelors/master’s degree in electrical engineering or computer science or equivalent experience