Employment Type:
Graduated Student
Closing Date:
Employer: Fortinet
Location: Ottawa, ON
Fortinet is looking for an experienced Technical Support Specialist to join our Ottawa office to provide exceptional customer service and technical help for our loyal customers. The Support Specialist is an escalation point for Fortinet partners and will also interface with QA and development to solve customer problems and identify bugs through replication and testing. Multiple positions available.
Job Type: Full Time
Hours of Work: 40 hours/week
Duties and Qualifications:
- Basic troubleshooting on the core Fortinet products - Fortigate Collection, analysis and change recommendations of configuration information
- Collection and analysis of customer system information
- Recommend corrective actions based on analysis
- Provide Customer education where needed due to gaps in networking, product knowledge etc.
- 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.
- Follow up on technical cases including proper escalation and management of the case until case closure.
- Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
Requirements:
Bachelors degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
How to Apply:
Email your resume to jobapply_tacott@fortinet.com