The Fortinet Support Administrator plays a crucial role in ensuring the stability and security of our perimeter operations. This position is responsible for independently resolving technical issues, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and operational efficiency.
Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Managing Fortinet Perimeter Security Operations To Ensure Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues And Perform Root Cause Analysis Using Fortinet Tools To Identify And Mitigate Recurring Problems.
3. Contribute To Knowledge Base Updates And Management By Documenting Solutions And Best Practices Related To Fortinet Security Operations, Facilitating Training Sessions For Recent Team Members.
4.
Independently Resolve Technical Support Tickets Related To Fortinet Systems, Ensuring Adherence To Agreed Service Level Agreements (Slas) For Ticket Volume And Resolution Time.
5. Enhance Customer Experience And Satisfaction By Achieving High Rates Of First Call Resolution And Minimizing The Number Of Rejected Resolutions And Reopened Cases.
Skill Requirements
1. In-Depth Knowledge Of Fortinet Security Solutions And Perimeter Security Operations.
2. Solid Troubleshooting Skills With The Ability To Analyze And Resolve Complex Technical Issues.
3. Familiarity With Itil Frameworks And Service Management Principles.
4. Strong Communication Skills To Effectively Interact With Customers And Team Members.