Technical Support Engineer - FortiNAC

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 FortiNAC.

In this position, the Technical Support Engineer will:

• Conduct troubleshooting on Fortinet products, focused on FortiNAC and FortiGate, 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.
• 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.

Who We Are Looking for:

We are seeking insightful, inclusive connectors to join our team. You foster collaborative partnerships by the ways in which you seek to understand others, work together, and diagnose complex organizational variables, issues, and opportunities. You have an ongoing sense of drive, informed urgency, and you are attentive to detail. You enjoy implementing holistic solutions that meet and scale with the strategic needs of the organization.

• 5+ years of experience in networking or security industry.
• In-depth knowledge of TCP/IP, Switching and Routing.
• Understanding of RADIUS protocol
• Knowledge of Network Access Control concepts.
• Hands on experience with network and security devices : Firewalls/Switches/Routers
• 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.

Desirable:

• Understanding of AAA framework (Authentication, Authorization and Accounting)
• Knowledge of 802.1x Authentication and EAP Authentication methods
• Knowledge of PKI and Certificate based authentication.
• Understanding of Active Directory and LDAP protocol.
• Knowledge of databases and SQL queries.
• Understanding of MDM (Mobile Device Management) solutions.
• Having any of industry certificates (NSE4, CCNA, CCNP, CompTIA Network+, CompTIA Security+, JNCIA).

#LI-BG1 #Hybrid