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Fortinet: Technical Support Specialist (Ottawa)

Fortinet

This is a Full-time position in Ottawa, ON posted April 7, 2021.

Our Technical Assistance Center (TAC) in Ottawa is growing and we are looking for specialists who are enthusiastic about troubleshooting, networking, and making customers happy.

Fortinet is looking for experienced Escalation Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.

This role is an escalation point for Fortinet partners and Technical Support Engineer 1 / 2 ‘s that require further assistance when experiencing technical issues with Fortinet products.

This group of seasoned engineers will also interface with QA and Development teams to solve customer problems and identify bugs through replication and testing.Fortinet is looking for experienced Escalation Engineer to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers.

This role is an escalation point for Fortinet partners and Technical Support Engineer 1 / 2 ‘s that require further assistance when experiencing technical issues with Fortinet products.

This group of seasoned engineers will also interface with QA and Development teams to solve customer problems and identify bugs through replication and testing.Job Responsibilities Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US, Central and South America) Analysis of support requests; completion of requests for information and documentation Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information Collection and initial analysis of packet trace information Recommend actions based on analysis Customer education (gaps in networking, product knowledge etc…) Consultation of technical documentation, bulletins and release notes for known problem Reproduction of customer environments on lab equipment Follow up technical cases, escalate, and manage the right expectation until the closure of the cases Provide knowledge transfer to peer engineers and advisory to junior engineersJob Skills Required At least2-3 years of experience in a technical support role in a networking/security company Strong understanding of TCP/IP, routing protocols, L2/L3 switches Experience with security products firewalls, IPSec, SSL, IPS, Anti-Spam, virus scanning, authentication protocols Strong troubleshooting and problem solving skills Deep working knowledge of Windows, UNIX or Linux Previous call center experience, preferably supporting data networking products and/or security products is desirable.Educational RequirementsBachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable