Advanced Support Engineer

Description Forthis position you have to demonstrate experience in participatingin the post sales support escalation processes which includespre-sales experience as well as strong customer facing skillsparticular in the telco and large enterprisespace.All positions require strong oral andwritten communication skills. Oral communication skills include theability to speak clearly and persuasively to listen carefully toensure full understanding of the situation and to respond well toquestions when dealing with both positive and negative situations.All positions also require the ability to write clearly to providefull information as well as to understand and interpret writteninformation. Business level English isessential Key Responsibilities: Advancedtroubleshooting on the full range of Fortinetproducts Track maintain and prioritizetechnical cases including proper escalation until caseclosure Take initiatives and ownership ofcustomer incidents to drive for timelyresolutions Manage customer communications andexpectations until the closure of eachcase Build and maintain a long-term technicalrelationship with your customers Participate incustomer conference calls or face to face customer meetings todiscuss technical issues Reproduce customerenvironments on lab equipment recommend potential newsolutions Produce reports to summarize serviceactivity and performance Report Software/Hardware related issues to R&D department andassure follow-up Develop best practicesdeployment and troubleshootingdocumentation Create technical documentationand bulletins to improve internal and external knowledgebase Strong understanding of data networkingprotocols specifically TCP/IP routing andswitching Strong troubleshooting and problemsolving skill Effective communication andcustomer handling skills Experience in securityproducts and technologies (e.g. Firewalls IDS/IPS DDos VPN Webapplication Firewall)Previously worked in atechnical support position with the telco and large enterprisespace.Deep working knowledge of Windows Linuxor Unix Previous experience on Fortinetproducts is an advantage Educational and Experience Requirements: 4-6 years ofexperience in a technical supportrole Bachelors degree in Computer Science Software Engineering or related field or an equivalent combinationof training and experience isdesirable Advanced knowledge of English(written and spoken) other languages are anadvantage Officecontract Key Skills Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting Employment Type : Full-Time Experience: years Vacancy: 1 #J-18808-Ljbffr