Job Title: Technical Support Specialist
This role is responsible for providing technical support to customers via various channels, including phone, chat, and web-based solutions. The successful candidate will be responsible for troubleshooting issues, collecting data, analyzing problems, and implementing corrective actions to resolve customer concerns.
Key Responsibilities:
• Provide technical assistance to customers through various communication channels
• Troubleshoot issues and collect relevant data to identify root causes
• Analyze problems and implement corrective actions to resolve customer concerns
• Reproduce customer environments on lab equipment for testing and resolution purposes
• Collaborate with the Engineering/Development team to report and resolve product issues
• Manage technical cases and provide follow-up actions based on analysis and troubleshooting results
• Develop core competency on Fortinet's product line and technologies
• Assist in the deployment, configuration, cutover, testing, and troubleshooting of Fortinet security solutions in customer environments
Requirements:
Australian citizen with NV2 Security Clearance
Experience working as an engineer in telecommunications, networking, or the security industry, or equivalent education
Good knowledge of the OSI model and TCP/IP protocol
Administrative knowledge of Windows, Unix, or Linux
Proficient spoken and written English
Positive, communicative, and customer-oriented attitude
Bachelor's / Master's Degree in Electrical Engineering or Computer Science or equivalent experience