Technical Support Engineer

Responsibilities :

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

Job Experience / Abilities 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
• Desirable experience with security products firewalls, IPSec, IDS / IPS, Anti-Spam, virus scanning
• Strong troubleshooting and problem-solving skills
• Working knowledge on Windows, UNIX, or Linux
• Previous call center experience, preferably supporting data networking products and / or security products is desirable.
• Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus. Ability to learn Portuguese within one year!
• Adaptable and flexible, operating in a fast-paced, dynamic environment.
• An independent certification on security from SANS, (ISC) 2, ISACA, BS7799 / ISO17799 is a plus.
• Travel occasionally for short periods of time to take / provide training and special engagements
• Consultation of technical documentation, bulletins, and release notes for known problems
• Reproduction of customer environments on lab equipment
• 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 monthly to contribute with internal and external DBs

Other Job Requirements :

• Bachelor / Engineering degree in Computer Science, Electronics or Telecommunications granted by a University recognized by the local Education System and / or Education Authority.
• Location : Bogota (must)
• Onsite Modality

Fortinet has been built on diversity. Our company is a diverse workplace resulting from an integrated team with true international representation and contributors with a variety of talents, backgrounds, experiences, and approaches.

We have an equal and transparent selection process, you will be considered regardless of gender, race, color, religion, sexual orientation, age, citizenship, marital status, or disability.

In fact, if you have any disability that requires for us to do any accommodation, please contact us at [email protected] .