Job duties and responsibilities
- Collection, analysis and change recommendations of configuration information
- Collection and analysis of customer network information
- Collection and analysis of packet trace information
- Recommend actions based on analysis
- Customer education, deliver knowledge transfer like webinar or workshops
- Software recommendation, conduct bug scrubs reports
- Upgrade testing, on a lab environment perform test to upgrade customer devices and provide a report
- Develop best practice deployment and troubleshooting methodology documentation
- Follow up technical cases and manage the right expectation until the closure of the cases
- Conduct weekly status conference calls with customers to report status of open issues and projects
- Conduct quarterly reports for your managed accounts
- Work closely and provide direct technical email and phone support to our customers in the LATAM Region
- Analysis of support request, completion of requests for information and documentation
- Will exercise independent judgment in methods, techniques and evaluation criteria for obtaining results
Job Skills
- Minimum of five years relevant professional experience preferably in the network industry
- Strong network security and routing experiences
- Exceptional customer service orientation and strong communications skills
- Asset to have CCNA, CCNP, CCIE, and/or CISSP certifications
- Proficient with MS Word, PowerPoint, and Excel
- Scripting and Windows server app experience
- Willing to travel
- Advanced English level
We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at [email protected]. Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.
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