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Technical support engineer 1

Fortinet

This is a Full-time position in Ottawa, ON posted August 8, 2019.

Fortinet is looking for an experienced Technical Support Engineer I to join our growing team to provide exceptional customer service and technical help for our loyal customers.

The ideal candidate is not only technical, but also energetic and passionate about working for Fortinet and supporting our products.

This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Job Responsibilities: *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 mof 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; work with L3 support to isolate and solve problems; recommend potential new solutions.

*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: *At least 3+ years 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 *Deep 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.*Able to communicate in French (written and verbal) is considered an asset.

Educational Requirement: *Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of relevant training and experience is desirable #GD#LI-MG1