Technical Support Engineer- FortiNAC

Company: Fortinet
Location: Concord
Posted on: February 23, 2021

Job Description:

The Technical Support Engineer 1 will field queries via phone and tickets. Queries will range in complexity from "how to" questions through involved debugging and forensic efforts when tracking down operational anomalies. The ability to visualize problems remotely is key to being successful in this role along with excellent analytical and troubleshooting skills. This resource will be responsible for diagnosis and analysis of customer issues and will be expected to capture first level detailed diagnosis.
This role will need to be filled by an individual who is committed to customer success and is comfortable living in a Support environment; translating internal product-speak into clear concise directions for customers and vice-versa. The individual has an understanding of multiple platforms such as networks, routers, switches, wireless, authentication services, end stations, operating systems, and security devices. The specialist will gather incident information for analyzing the symptoms, determining and documenting the underlying problem. Assignments are completed through following instructions and standard support processes to proactively pursue resolution to customer incidents.
Responsibilities:--- Learns to use professional concepts--- Applies company policies and procedures to resolve routine issues.--- First point of technical support--- Provide exceptional customer service while responding to requests for support--- Customer advocate who listens, comprehends, understands and documents customer issues and questions--- Identify, document, and find solutions for customer issues and product problems--- Prioritize customer needs and respond appropriately--- Delivers solutions to fundamental customer inquiries--- Contribute content to the knowledgebase
Qualifications:--- Associate's Degree in Information Systems, Technology, or like field--- Strong problem-solving, analytical and organization skills--- Excellent customer facing skills, attitude and responsiveness--- Experience with Linux--- Demonstrated skills at working within a team environment--- Excellent listening, verbal, and writing skills

• --- A passion for problem solving

Keywords: Fortinet, Concord , Technical Support Engineer- FortiNAC, Engineering , Concord, New Hampshire