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Technical Support Expert

Ottawa, ON
Full Time
26 minutes ago
Fortinet is looking for an experienced Technical Support Expert I to join our Burnaby office to provide exceptional customer service and technical help for our loyal customers. The Support Expert is an escalation point for Fortinet partners and will also interface with QA and engineering to solve customer problems and identify bugs through replication and testing.

Job Responsibilities:

Basic troubleshooting on the core Fortinet products - FortiClient and Fortigate
Collection, analysis and change recommendations of configuration information
Collection and analysis of customer system 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 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:

2+ years' experience in a technical support or system administration role in a networking/security company or equivalent education
Deep working knowledge of operating systems -- Windows, OSX, Linux
Strong understanding of TCP/IP
Experience with security products -firewalls, IDS/IPS, VPN, virus scanning -- endpoints and networking.
Strong troubleshooting and problem solving skills
Previous call center experience, preferably supporting endpoints and/or security products is desirable.
Strong communication skills, both written and verbal.

Educational Requirement:

Bachelor's degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
Software and Programming Information Technology