Technical Support Engineer - FortiManager/FortiAnalyzer
Société : Fortinet Lieu : Alpes-Maritimes (Provence-Alpes-Côte-D'Azur)
Descriptif du poste
Société : Fortinet Catégorie : Stage Filiere : IT/Etudes, développement et intégration Lieu : Alpes-Maritimes (Provence-Alpes-Côte-D'Azur)
Mission
Job Title:
Technical Support Engineer, Level 1 or 2 – FortiManager/FortiAnalyzer/FortiPortal products
Reports to:
Technical Support Manager
Location:
EMEA Support Centers - Prague, Czech Republic or Sophia Antipolis, France.
Job Description Summary:
Fortinet is growing and we are expanding our EMEA technical support teams. We are looking for strong technical support engineers at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.
All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.
Key Responsibilities
Document and manage reported technical issues
Monitor and respond to customer inquiries accurately and with a sense of urgency
Manage customer communication, assuring timely status updates and issue resolution
Collaborate within the company, escalating issues and engaging others to solve difficult problems
Work directly with customers/partners through phone, email and ticket management system to resolve issues and full-fill requests
Calm and patient attitude to listen to problems. Perform research and lab testing in order to drive a reported issue towards a resolution
Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action.
Manage multiple issues in parallel, taking responsibility for meeting SLAs
Competencies
Ability to learn new products and features, and to apply skills in a fast-paced environment with dynamic priorities
Analytical, troubleshooting and problem solving skills.
Excellent written and verbal communication skills
Passionate about support and service delivery by giving customers a quality experience
Ability to see challenging problems as opportunities to discover something new
Must possess the desire to develop the skills necessary to maintain and troubleshoot diverse technologies
Should be inquisitive, customer focused, hard-working, interested in exploring variety of technologies, having a strong desire to build your technical expertise.
General Requirements for Level 1
Strong understanding of data networking protocols, specifically TCP/IP, routing and switching
Administrative knowledge of Windows and Linux
Experience with one or more of the following products (FortiManager, FortiAnalyzer, FortiGate) is desirable
Fortinet NSE4 and/or NSE5 certifications or related industry certifications is an advantage
Ability to understand network traffic traces decoded with Wireshark
Experience with VMware and/or other virtualization or cloud technologies
Good understanding of Web application concepts, security and vulnerabilities
Previous experience with network management and log analysis tools would be an advantage
Database knowledge is an advantage
Python, Perl and Bash shell scripting language knowledge is an advantage
Additional Requirements for Level 2
Prior experience and knowledge of the FortiManager, FortiAnalyzer and FortiGate products.
A solid working knowledge and understanding of the Linux operating system
Python, Perl and Bash shell scripting language knowledge
JavaScript knowledge is an advantage.
Familiarity with API development tools, along with JSON and XML data structures
Advanced understanding of Web application concepts, security and vulnerabilities
SQlite, PostgreSQL (Postgres) and MySQL database knowledge
Educational and Experience Requirements:
Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
Advanced knowledge of English (written and spoken) - other languages are an advantage.
1 to 5 years of previous work experience depending on the job level
Suitable for different levels of experiences in networking and/or security industry.
Benefits:
Stable multicultural working environment of fast growing world-wide company
Career development opportunities
Great opportunity to develop technical skills and knowledge
