Job Description
**Job Duties**:
- Troubleshooting on the full range of Fortinet products
- 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, processes, 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 communication and expectations until the closure of each case
- Ensure clear and courteous communication with the customer until ticket closure
- Submit KB articles monthly to contribute with internal and external DB´s
- Use internal resources to self-study technol...
- Troubleshooting on the full range of Fortinet products
- 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, processes, 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 communication and expectations until the closure of each case
- Ensure clear and courteous communication with the customer until ticket closure
- Submit KB articles monthly to contribute with internal and external DB´s
- Use internal resources to self-study technol...
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