Technical Support Engineer

Fortinet • Ottawa, ON

2d • CA$74,000 - CA$90,000 • Onsite

About The Position

Fortinet is looking for a Technical Support Engineer to join our growing team to provide exceptional customer service and technical help for our loyal customers. The ideal candidates are not only technical, but also energetic and passionate about working for Fortinet and supporting our products. This is a great opportunity to learn all aspects of the products that we support in an innovative, fast-paced environment while expanding your knowledge and developing your skills in network security.

Requirements

• 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
• Deep working knowledge of operating systems -- Windows, OSX, Linux
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
• Strong troubleshooting and problem-solving skills
• Strong communication skills, both written and verbal.

Nice To Haves

• Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.

Responsibilities

• Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
• Collection, analysis and change recommendations of configuration information
• Collection and analysis of customer network information
• Collection and initial analysis of packet trace 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
• 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

Benefits

• 100% company paid medical, dental, and vision coverage
• Health Spending Account
• Personal Spending Account
• Employee & Family Assistance Plan (EFAP)
• Critical illness insurance
• Disability insurance
• Life insurance
• Group Registered Retirement Savings Plan (RRSP) with a company match
• Competitive Paid Time Off
• Flexible leave policies
• Paid health days
• Fortinet equity program
• Bonus eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree