Job Description

About Fortinet:

Fortinet, a public company, is the only provider of ASIC-powered, network-based antivirus firewall systems for real-time network protection. Please visit our website at www.fortinet.com for more information. If you're looking for a fast-paced, challenging and rewarding environment, then Fortinet is the place for you. With offices in EMEA, we are an equal opportunity employer offering exciting work, competitive compensation and benefits. Fortinet is looking for the best and the brightest to join our highly motivated team.

Job Title:

Technical Support Engineer

Reports to:

Technical Support Manager

Location:

EMEA Support Center, Prague

Fortinet is growing and we are expanding our EMEA technical support teams in Prague Technical Assistance Centre, we are looking for strong technical support engineers at all levels. We require candidates with the ability to identify and resolve problems in a timely manner; to gather and analyze information and to skillfully develop alternative solutions for customers.

All positions require strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information.

Key Responsibilities:

• To provide direct technical support via the phone and ticketing system to our customers and partners through-out the EMEA Region.
• Analysis, technical investigation and resolution of reported problems involving the following products: FortiMail, FortiSandbox, FortiVoice .
• Reproduction of customer environments on lab equipment
• Collect data and traces for investigation or to escalate issue to the next level
• Manage technical cases, escalate, and control the right expectation until the closure of the cases

• Develop core competency on Fortinet product line and technologies

Skills and Attributes Requirements:

• Solid understanding of Mail Security Gateways and/or Voice
• Advanced knowledge of Windows, Linux skills an advantage
• Working experience with VMware and/or other virtualization technologies
• Working knowledge of common open source apps such as SendMail, postfix, openLDAP, iptables etc..
• Knowledge of common mail systems Domino servers, Microsoft Exchange
• Advanced knowledge about encryption technologies such as SSL and security certificates.
  
  
• Five years or more of previous experience
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
• Advanced knowledge of English (written and spoken) other languages are an advantage

Educational and Experience Requirements:

• Five years or more of previous experience
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience
• Advanced knowledge of English (written and spoken) other languages are an advantage

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