16 Oct
Talent Toppers
Gurugram
Job Description :
This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in call tracking system and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with vendors to resolve technical issues and thus does not limit to the above with more involvement like
- Manages the design, implementation and ongoing management of mainly to Provide reactive/proactive Designated Technical Support to top tier customers.
- Provide configuration review,
troubleshooting and best practices to named customers.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner reported via Service desk and Customer.
- Provide fault isolation and root cause analysis for technical issues.
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
- Gather and retain customer-specific documentation in a secure location for ease of troubleshooting.
- Review of technical documentation, troubleshooting guides, etc and improvement Plans
- Act on Incidents reported by our network management tools.
- Act on Incidents reported by the customer (via our service desk).
- Proactively test & upgrade software on various devices
- Analyze capacity management reports & propose improvements.
- Prepare and execute Change requests.
- Remotely Configure new devices
- Interact with multiple teams (Helpdesk, Customer, Service delivery Managers)
- Communicate & raise incidents to 3the party (vendors / telecom providers)
- Propose improvement plans (technical & human activity)
- Proactively seek guidance from peers and seniors where required.
- Team presentations on your activities.
- Propose improvements for our network management tools / Configuration.
- Analyze reporting before used by Service Delivery Manager.
- This role involves client interaction.
- The scope of products / vendors covers -
- Primary : FortiGate, FortiManager, FortiAnalyser with expert skills of handling both Migration, project and BAU activities and must be a Subject Matter expert.
- Secondary : Cisco ASA/Cisco FTD/Palo Alto ( Firewall, Panorama ) with decent operational experience
- Mandatory-Cisco (Routing ,Switching)
- Does not limit to others Fortinet Products
- Fortinet products (FortiAuthenticator, FortiNAC, FortiSwitch, FortiClient, Secure Wireless LAN) will be added advantages.
- Other Technologies and Vendors as added Advantages
- Cisco Wireless, Cisco ACI, Meraki ( Wireless ,SDWAN ),F5 Load Balancer, Cisco ISE.
Primary Skills :
- FortiGate, FortiManager, FortiAnalyser with expert skills of handling both
- Migration, project and BAU activities and must be a Subject Matter expert.
- Minimum 8 years' relevant experience ( see list of vendors )
- Hands on experience to work in an ITIL structured organization dealing with Incident / Change / Problem management
- Hands on experience in handling major IT infrastructure vendor products such as Fortinet, Cisco and Palo Alto.
- Expert with implementing and supporting Advanced routing protocols, Switching
- Experience with Wireshark or other protocol analyzers.
- Configuring network & security devices with end to end security in mind.
- Configuring end to end Quality of Service
- Troubleshoot using traffic analyzers , NetFlow collectors , capacity management tools.
- Incident Report Document writing.
- Documentation ( MS Word ) & drawing ( MS Visio ) updates
- Participating in Team & Customer meetings.
- Effective English speaking & writing skills.
Certifications :
- Masters/Graduate degree holder
- Fortinet Certified Professional in Network Security(Desired)
with the following core and one electives exams completed.
(a) FortiGate Administrator(Core),
(b) FortiManager Administrator(Elective)
(c) FortiAnalyzer Administrator(Elective).
- PCNSE/PCNSA/CCIE/CCNP Security(Nice to have)
- CCIE/CCNP routing switching (Nice to have)
(ref:hirist.tech)
▶️ Technical Consultant - Network & Security
🖊️ Talent Toppers
📍 Gurugram