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Technical Support Engineer - Dubai
Job summary
A leading company in the cybersecurity sector is seeking a Technical Support Engineer in Dubai. You will be responsible for providing technical assistance to customers across the SAARC, ME, and EMEA regions, requiring strong troubleshooting skills and a background in computer networking and security. With a focus on customer satisfaction and product knowledge, this role offers the opportunity to work in a dynamic environment and advance your technical expertise in a renowned company.
Qualifications
- 4 or more years of experience in computer networking or security industry.
- Certificated FCP or FCSS required.
- Hands-on experience with IPsec, SSL, SD-WAN, authentication, WAF, VoIP.
Responsibilities
- Provide technical support via phone and web-based systems.
- Thorough analysis and troubleshooting for customer issues.
- Manage technical cases and recommend corrective actions.
Skills
Education
Tools
As a Technical Support Enginee you will:
- To provide technical support via phone and web-based systems for customers based in SAARC, ME, and EMEA-based regions.
- Thorough analysis and investigation of customers' reported problems and provide turnkey solutions through debugging, packet captures, and traffic flow analysis, which may also involve reproducing customers' sophisticated network setup in the lab environment.
- Report and follow up with engineering and development to address and resolve product issues.
- Own and manage technical cases and recommend corrective actions based on troubleshooting and analysis.
- Running real-time phone or remote access sessions with customers.
- Develop core competency on Fortinet s product line and technologies.
We Are Looking For:
- Certificated FCP (Fortinet Certified Professional) or FCSS (Fortinet Certified Solution Specialist)
- Good knowledge on Firewall and network security
- Good understanding of data networking protocols, specifically TCP/IP, routing, and switching fundamentals.
- Strong troubleshooting and problem-solving skills in various OSI layer protocols.
- Hands-on experience in IPsec, SSL, SD-WAN, authentication, WAF, VoIP, hardware redundancy, and dynamic routing protocols.
- Working knowledge of Linux OS, virtualization technologies, and cloud computing.
- Experience in Python or any similar language will be an added advantage.
- Exemplary skills in oral and written communication include the ability to speak clearly and persuasively, listen carefully to ensure a full understanding of the situation, and respond well to questions when dealing with both positive and negative situations.
Educational and Experience Requirements:
- 4 or more years of experience in the computer networking or security industry.
- Bachelor/Master's degree in Electronics/Computer Science/Software Engineering or an equivalent combination of training and experience.
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.