Technical Support Engineer

Skills & Qualifications 

• Typically requires field sales experience 

• Areas of TAC (Technical Assistance Centers) , NOC (Network Operation Centers) , SOC (Security Operation Centers) , GSC (Global Service Center) with a networking/security company. 

• Understanding of TCP/IP, routing protocols, L2/L3 switches  

• Security products firewalls, IPSec, IDS/IPS, Anti-Spam, virus scanning  

• Previous call center experience, preferably supporting data networking products and/or security products is desirable.  

• Ability to speak Portuguese is a plus or learn within 1 year. 

• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799/ISO17799 is a plus. 

Job Duties and responsibilities  

• Advanced troubleshooting on the full range of Fortinet products  

• Collection, analysis and change recommendations of configuration information, customer network information and/or packet trace information  

• Provide customer education where needed due to gaps in networking, product knowledge, processes, 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 communication and expectations until the closure of each case 

• Submit KB articles on a monthly basis to contribute with internal and external DB´s 

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