Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Technical Support Engineer providing exceptional customer service and technical help for Fortinet products in a fast-paced environment. Great opportunity to learn network security and product support.
Responsibilities
- Provide direct technical web and telephone support to Fortinet customers including Basic troubleshooting on the range of Fortinet Enhanced Technologies products including FortiMail, FortiVoice, FortiRecorder and FortiSandbox
- 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, 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 communications and expectations until the closure of each case
Requirements
- 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education
- Degree or Diploma in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable
- Deep working knowledge of operating systems -- Windows, OSX, Linux
- Strong understanding of TCP/IP, routing protocols, L2/L3 switches, VOIP, messaging
- Strong troubleshooting and problem-solving skills
- Strong communication skills, both written and verbal
Benefits
- 100% company paid medical, dental, and vision coverage
- Health Spending Account
- Personal Spending Account
- Employee & Family Assistance Plan (EFAP)
- Critical illness insurance
- Disability insurance
- Life insurance
- Group Registered Retirement Savings Plan (RRSP) with company match
- Competitive Paid Time Off
- Flexible leave policies, including paid health days
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