Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.
About the role
- Support Engineer providing high-quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
Responsibilities
- Provide high-quality technical support via email, phone, and live communication.
- Help customers solve issues and understand the platform.
- Collaborate closely with colleagues across Support, NOC, and Platform teams.
- Contribute to continuous improvement of internal documentation and knowledge sharing.
- Handle daily customer inquiries through the ITSM system, phone, and email.
- Perform initial troubleshooting and resolve common issues independently.
- Escalate advanced cases to 2nd or 3rd level support based on internal guidelines.
- Provide timely updates and follow-ups.
Requirements
- Education in IT Support, network engineer, Automationsteknolog, It-teknolog or similar technical background preferred.
- Strong curiosity for networking and IT is required.
- Experience from a similar support/helpdesk or similar customer service role.
- Solid understanding of network protocols such as TCP/UDP and IP configuration is a plus.
- Familiarity with ITIL practices and support processes is a plus.
- Fluency in Danish and English is required (written and verbal).
Benefits
- Supportive work community
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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