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Technical Support Engineer

Company: Fortinet Inc.
Location: Plano
Posted on: September 16, 2020

Job Description:

Provide direct technical web and telephone support to Fortinet customers including:-- Job ResponsibilitiesProvide direct technical web and telephone support to Fortinet customers including:* Basic troubleshooting on the full 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 TCP/IP, routing protocols, L2/L3 switches* Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning* Strong troubleshooting and problem solving skills* Extensive working knowledge of Windows, 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 RequirementsBachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

Keywords: Fortinet Inc., Plano , Technical Support Engineer, Engineering , Plano, Texas

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