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 • 1–3 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.
