IT Technical Support Engineer

• The IT Technical Support Engineer is a seasoned subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.
• This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Key Responsibilities:

• FortiGate Equipment Management: Deploy, configure, and maintain FortiGate Next Generation Firewalls, FortiManager, and FortiAnalyzer.
• Network Design & Implementation: Design, implement, and maintain WAN infrastructure, including underlay protocols such as Multiprotocol Label Switching (MPLS), Multiprotocol BGP, and MPLS Label Switched Paths (LSP).
• Firewall & Security Management: Configure, manage, and monitor Fortinet firewalls, implement security policies, IDS/IPS, IPSEC VPNs, and manage Fortinet SD-WAN.
• Performance Monitoring & Troubleshooting: Monitor network performance, troubleshoot connectivity issues, and perform network tuning to ensure optimal performance and reliability.
• Security & Compliance: Ensure network security policies are enforced and aligned with organizational security standards, particularly within Fortinet Secure SD-WAN environments
• Documentation: Create and maintain comprehensive network documentation, including diagrams, configurations, and standard operating procedures.          
• Network Support: Provide technical infrastructure support and collaborate with cross-functional IT teams to enhance network strategies and solutions.
• Disaster Recovery: Participate in the planning and implementation of disaster recovery procedures, including regular configuration backups and network continuity planning.

Knowledge and Attributes:

• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends and best practices.

Qualifications and Experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Bachelor’s degree in computer science, Information Technology, or a related field.
• Fortinet NSE certifications (e.g., NSE 4, NSE 5, or higher) are highly desirable.
• Minimum 2 years of experience in network engineering with a focus on Fortinet technologies.
• Strong understanding of networking protocols, security principles, and WAN technologies.
• Proven experience with Fortinet SD-WAN, IPSEC VPNs, IDS/IPS, and network monitoring tools.