27 Oct
Getronics
Gurugram
> - 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 the 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.
> - 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 and reported via the 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
> - Analyse 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 the 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.
> - Analyse reporting before used by Service Delivery Manager
> - This role involves client interaction.
> - The scope of products/vendors covers –
> - FortiGate, Cisco ASA, Cisco FTD, Palo Alto ( Firewall, Panaroma )
> - Cisco (Routing, Switching), Wireless, Cisco ACI
> - Meraki (Wireless ,SDWAN )
> - Primarily : Cisco (Routing/Switching),
FortiGate Firewalls
> - Secondary :
> - One of the following firewalls Palo Alto, Cisco ASA, Cisco Firepower,
> Cisco ACI
> Core Skills
> - Minimum 8 years relevant experience (see list of vendors)
> - Hands-on experience working in an ITIL-structured organization
> dealing with Incident / Change / Problem management.
> - Hands-on experience in handling major IT infrastructure vendor
> products such as Cisco and Palo Alto.
> - Expert in 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 collector, capacity
> management tools.
> - Incident Report Document writing.
> - Documentation (MS Word) & drawing ( MS Visio ) updates
> - Participating in Team and customer meetings.
> - Effective English speaking & writing skills.
> Soft Skills
> ▪ Driven and Customer-focused.
> ▪ Ability to work well under pressure.
> ▪ Proactive Attitude
> ▪ Problem Solving
> ▪ Excellent Communication – Verbal & Written
> ▪ Independent and resourceful with minimal supervision
> ▪ Team player
> ▪ Take initiative
> Certification/Training
> - Masters/Graduate degree holder
> - Fortinet NSE5 and above (Desired), PCNSE, PCNSA, CCIE, CCNP
> Security
> - CCIE, CCNP routing switching (Desired)
▶️ Technical Consultant – Network & Security (Fortigate)
🖊️ Getronics
📍 Gurugram