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Fortinet: Technical Support Specialist

Fortinet

This is a Full-time position in Ottawa, ON posted April 6, 2021.

Fortinet is looking for an experienced Technical Support Specialistto join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.The Support Specialist is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and testing.

Job Responsibilities:Basic troubleshooting on the core Fortinet products FortigateCollection, analysis and change recommendations of configuration informationCollection and analysis of customer system informationRecommend corrective actions based on analysisProvide Customer education where needed due to gaps in networking, product knowledge etc.Consultation of technical documentation, bulletins and release notes for known problemsReproduction of customer environments on lab equipment; work to isolate and solve problems; recommend potential newsolutions.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; conduct and lead customer management meetings regarding escalation Job Experience Required:2-7 years of experience in a technical support or system administration role in a networking/security company or equivalent educationDeep working knowledge of operating systems Windows, OSX, LinuxStrong understanding of TCP/IP, routing protocols, L2/L3 switches.Experience with security products firewalls, IDS/IPS, VPN, virus scanning.Strong troubleshooting and problem-solving skillsPrevious call center experience, preferably supporting data networking products and/or security products is desirable.Strong communication skills, both written and verbal.

Educational Requirement:Bachelors degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.