Technical Support Engineer - FortiNAC

Fortinet; Frankfurt; Vor Ort; EUR 55.000 - 70.000; Vollzeit

Zusammenfassung

A global cybersecurity company in Frankfurt is seeking a technical support professional to help customers with FortiGate and FortiAuthenticator products. With over 6 years in networking or security, you will conduct troubleshooting, analyze configurations, and educate users. Proficiency in English and German is required. This role demands strong problem-solving and communication skills in a multicultural team environment.

Qualifikationen

• 6+ years of experience in networking or security industry.
• Proficient in spoken and written English and German.
• Hands-on experience with security devices.

Aufgaben

• Conduct basic troubleshooting on Fortinet products.
• Gather and analyze customer configuration information.
• Provide education to customers on networking and product understanding.

Kenntnisse

Troubleshooting skills

Problem-solving skills

Communication skills

Knowledge of TCP/IP

Customer education

Multicultural teamwork

Tools

Firewalls/IPS

VPNs (IPsec, SSL)

SQL

Jobbeschreibung

Job Description

Reporting to ETAC Manager based in Kelsterbach, Germany, you would act as the main contact point for our customers and partners for technical break/fix or configuration inquiries for FortiGate and FortiAuthenticator.

Responsibilities

• Conduct basic troubleshooting on Fortinet products, mainly the FortiGate and FortiAuthenticator, ensuring prompt resolution of customer issues.
• Gather, analyze, and provide recommendations for configuration information, helping customers optimize their systems.
• Collect and analyze customer system information, identifying areas for improvement and suggesting corrective actions.
• Offer customer education to bridge knowledge gaps in networking, product understanding, and related areas.
• Consult technical documentation, bulletins, and release notes to address known issues and provide effective solutions.
• Reproduce customer environments in lab settings, isolate and resolve problems, and propose innovative solutions.
• Follow up on technical cases, ensuring proper escalation, case management, and timely resolution.
• Manage customer communications and expectations throughout the case lifecycle, leading customer management meetings for escalations.

Qualifications

• 6+ years of experience in networking or security industry.
• In-depth knowledge of TCP/IP.
• Hands on experience with security devices Firewalls/IPS/Mail Security Gateways.
• Proficient spoken and written English and German language.
• Excellent troubleshooting and problem-solving skills, enabling effective issue resolution.
• Strong written and verbal communication skills, facilitating clear and effective customer interactions.
• Ability to work in multicultural team environment.

Desired Skills

• Understanding of Active Directory and configuration.
• Knowledge of authentication protocols and methods (LDAP, RADIUS, Kerberos, NTLM).
• Experience with VPNs (IPsec, SSL) and implementation.
• Knowledge of database maintenance and SQL.
• Familiar with Web application security and vulnerabilities (experience with exploits is plus).
• Having any of industry certificates (FCP, CCNA, CCNP, CCSP, CISSP).