oracle
Technical Support Engineer
Fortinet Inc.
Ottawa, CAN
Full-time
Entry · 1+ years experience
Hybrid
CAD 74000-90000 yearly / year
Discovered 3 weeks ago
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Responsibilities
- As a Technical Support Engineer, you will:
- 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 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
Qualifications
- We Are Looking For:
- 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
- Deep working knowledge of operating systems -- Windows, OSX, Linux
- Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
- Strong troubleshooting and problem-solving skills
- Strong communication skills, both written and verbal.
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