29 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