Technical Support Analyst providing prompt customer assistance and troubleshooting solutions in a hybrid role. Collaborating with teams over various channels in the United Kingdom.
About the role
- Technical Support Specialist for Fortinet, troubleshooting networking and security issues for customers. Acting as an escalation point and evolving into a subject matter expert on endpoint security.
Responsibilities
- Troubleshooting Fortinet’s Endpoint Detection and Response product, FortiEDR and FortiEndpoint
- Act as an escalation point for high profile cases and customers including proper management of the case until case closure
- Collection, analysis and change recommendations of configuration information
- Recommend corrective actions based on analysis
- Provide Customer education where needed due to gaps in networking, product knowledge etc
- Evolve into a subject matter expert on endpoint security, including other Fortinet security fabric solutions such as FortiClient and FortiAnalyzer
- 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
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
- Contribute in publishing knowledge-based articles
- Development, deliver and maintain team training materials
Requirements
- 5+ years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Deep working knowledge of operating systems -- Windows, macOS and Linux
- Understanding how to collect OS level data within kernel and user space, and how to leverage this data to pinpoint problems
- Strong understanding of TCP/IP, ARP, DNS, DHCP, L2/L3 switches and troubleshooting network connectivity issues
- Knowledge of TLS and public key infrastructure
- Authentication protocols including SAML and Kerberos
- Experience with security products -firewalls, IDS/IPS, VPN, virus scanning
- Understanding of security models and security frameworks such as MITRE ATT&CK and ISO 27001
- Strong troubleshooting and problem-solving skills
- Previous call center experience, preferably supporting data networking products and/or security products is desirable
- Strong communication skills, both written and verbal.
Benefits
- 100% company paid medical, dental, and vision coverage
- Health Spending Account
- Personal Spending Account
- Employee & Family Assistance Plan (EFAP)
- Critical illness, disability, and life insurance
- Group Registered Retirement Savings Plan (RRSP) with company match
- Competitive Paid Time Off
- Flexible leave policies
- Paid health days
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