Advanced Support Specialist

2 weeks ago

Burnaby, Canada Fortinet Full time

A specialist with a wide range of experiences. Having wide-ranging experience, uses professional concepts and Fortinet company objectives to resolve complex issues in creative and effective ways objectives.

**Responsibilities**:

- As the primary post sales technical resource. A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
- Independently debug broad, complex, and unique networks with mixed media and protocols is required.
- Thrive in stressful environments and immediately be productive in troubleshooting and debugging issues.
- Act as a reliable go-to resource for difficult and complex escalations.
- Proactively review reports of software developers.
- Facilitate root cause investigations and suggest implementation of corrective and preventative measures.
- Provide or suggest technical content improvement to customer-facing forums or other technical documentation.

Job Skills required:

- Experience in a technical support role in a networking/security company or equivalent education
- Strong understanding of TCP/IP, routing protocols, L2/L3 switches
- Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
- Strong troubleshooting and problem-solving skills
- Extensive working knowledge of Windows, UNIX or Linux
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Strong English skills both written and verbal.

Qualifications:

- Is expert level of products and solution knowledge
- Troubleshoot new issues on-the-fly accurately and effectively
- Work lengthier escalations, manage independent lab design and reproduction without much guidance
- Consistently identify viable workarounds
- Proactively acquire in-depth troubleshooting and feature skills
- Proactively designs new teaching material and labs once new knowledge is acquired
- Thrive in stressful environments and immediately be productive in troubleshooting and debugging issues
- Excellent written and verbal communication skills

Experience and Education:

- Minimum of 4 years of experience in a technical support/post-sales role.
- Minimum Bachelor’s degree in Computer Science, Software Engineering, or an equivalent combination of training and experience related field.

Relevant Certifications:

- Good to have - NSE4-8, CCNA, CCNP, CCIE, AWS, Azure, Linux, ITIL v4

GD

LI-MG1

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