Technical Support Engineer
The Technical Support Engineer will provide product support for Fortinet's FortiNAC solution. A challenging and satisfying opportunity for a highly motivated customer centric individual to work in a multi-tiered support team assisting customers with "FortiNAC" questions, configuration, and break fix issues. The individual is experienced in security policies and procedures, network access control, firewalls, IP networks, routing, switching, wireless, authentication services, end stations, or other network security devices. Completes assigned duties and can act independently with minimal direction while researching and developing solutions to customer issues. The support engineer is the technical point of contact for customers.
Responsibilities:
- Provide technical support to customers, field engineers and partners
- Prioritizes customer needs, acts and responds appropriately
- Diagnose, validate and deliver solutions to customer incidents
- Provide appliance system failure trouble shooting and debugging
- Conducts research to find answers to questions and solutions to problems
- Document all technical inquiries
- Develop and review content for knowledgebase
- Validate and beta product releases
Qualifications:
- Bachelor's Degree in Information Systems or like field
- 3 years of experience working as a Support Engineer
- Knowledge of networking in multi-vendor environments
- Experience with Linux appliance-based solutions
- Demonstrated skills at working within a team environment
- Positive and consistent customer support and service attitude
- Ability to establish technical credibility with customers
- Ability to multi-task multiple customer incidents
- Ability to troubleshoot heterogeneous environments
- Excellent listening, verbal and writing skills
- A passion for problem solving and executing a customer issue resolution plan
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