AddressLocation: Australia (Canberra/Sydney)
Role Overview:
Fortinet is headquartered in Sunnyvale, California USA, with offices around the world. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. We are an equal opportunity employer offering exciting work, competitive compensation, and benefits.
Fortinet is seeking the best and brightest to join our APAC Technical Assistance Center (TAC) team in Australia. 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 increasing your knowledge and developing your skills in network security.
Responsibilities:
Provide technical support for customers via phone, chat, and web-based solutions.
On-site troubleshooting assistance may be required at the customer's location.
Collection, analysis, and investigation of the reported problem; recommendation of corrective actions and provision of a resolution by means of debugging, packet captures, and traffic flow analysis.
Reproduction of customer environments on lab equipment for duplication and problem resolution.
Communicate with the Engineering/Development team to report and resolve product issues.
Own and manage technical cases and provide corrective actions based on analysis and troubleshooting.
Creation of technical articles and bulletins to improve the internal and external knowledge base.
Develop core competency on Fortinet's product line and technologies.
In addition, the engineer could be asked to provide assistance to the Professional Services team.
These tasks include, developing a clear overall understanding of the customer requirements (project scope, technical requirements and solution design)
Assist in the deployment, configuration, cut over, testing and troubleshooting of Fortinet security solutions in customer environments.
Delivery and administration of assigned Professional Services engagements, including:
Creation of Statements of Work
Daily / weekly summary reports.
Effectively communicates relevant project information to Fortinet management as appropriate
Followings up with customer and internal Fortinet departments to ensure project documentation is completed:
Creation of Statement of Work document
Acknowledgement of work performed including work complete signing
Knowledge Transfer
Customer satisfaction surveys
Requirements:
- Australian citizen with NV2 Security Clearance
- Experience working as engineer in telecommunication, networking or security industry or equivalent education
- Good knowledge of OSI model and TCP/IP protocol
- Administrative knowledge of Windows, Unix or Linux
- Proficient spoken and written English
- Positive, communicative, and customer-oriented attitude
- Having any of industry certificates is an advantage (NSE4, NSE7, CCNA, CISSP, CCNP)
- Basic experience with security devices (Firewalls, IPSs, Mail Security Gateways etc.)
- Knowledge of dynamic routing protocols and its implementation (OSPF, BGP)
- Knowledge of authentication protocols and methods (LDAP, SSO, 2-factor authentication etc.)
- Knowledge of database maintenance and SQL
- Bachelor's / Master's Degree in Electrical Engineering or Computer Science or equivalent experience
Fortinet is an equal opportunity employer.
We will only notify shortlisted candidates.
Fortinet will not entertain any unsolicited resumes, please refrain from sending them to any Fortinet employees or Fortinet email aliases. Should any agency submit any resumes to Fortinet, these resumes if considered, will be assumed to have been given by the agency free of any related fees/charges.
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