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Technical Support Engineer - Switching and Wireless

Company: Fortinet
Location: Sunnyvale
Posted on: June 21, 2022

Job Description:

Fortinet is looking out for Senior Technical Support Engineer for SWAT team.
Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:

  • 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
    Job Skills Required
    • Experience in a technical support role in a networking/security company or equivalent education
    • Strong understanding of WiFi 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.Educational Requirements
      • Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

Keywords: Fortinet, Sunnyvale , Technical Support Engineer - Switching and Wireless, IT / Software / Systems , Sunnyvale, California

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