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)