Associate Professional Pre-Sales
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description:
Job Summary :
We are looking for a talented L1 Engineer to join our Fortinet TAC (Technical Assistance Center) team. The role involves providing advanced technical support for Fortinet products handling customer escalations troubleshooting complex issues and ensuring timely resolution in line with SLAs. Key Responsibilities Provide L1 technical support for Fortinet products: FortiGate FortiManager FortiAnalyzer FortiAuthenticator FortiMail. Troubleshoot and resolve escalated issues related to firewall policies NAT routing VPNs (IPSec/SSL) and UTM features. Analyze logs packet captures and debug outputs to identify root causes of complex incidents. Assist customers by guiding them on troubleshooting steps and validating solutions. Replicate customer-reported issues in lab environments for deeper investigation. Work with L2 teams for unresolved issues providing detailed case documentation. Apply patches upgrades and hotfixes; guide customers through upgrades when required. Maintain accurate case notes and prepare knowledge base articles (KBs) for recurring issues. Ensure SLA compliance timely updates to customers and high CSAT (Customer Satisfaction) scores. Skills & Qualifications Graduation should be completed 13 years of hands-on experience in network security operations/TAC support. Strong expertise with FortiGate firewalls: firewall rules NAT VPNs IPS web filtering and application control. Proficiency with FortiManager and FortiAnalyzer for centralized management and log analysis. Good understanding of networking protocols (TCP/IP BGP OSPF DNS DHCP VLANs). Hands-on troubleshooting skills with packet capture tools (Wireshark FortiAnalyzer packet capture). Certifications preferred: Fortinet NSE 4 / NSE 5 (NSE 6 or above is a plus). Strong analytical debugging and customer communication skills. Work Environment Global TAC operations with shift-based work. High-volume customer interaction and case handling.
Required Experience:
IC
Key Skills
- Bidding
- Arabic Speaking
- Bricklayer
- Communication
- Airport
- Airlines
About Company
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more
