IT Technical Support Engineer
Full time @NTT Ltd posted 3 weeks ago in Information Technology Shortlist Email JobJob Detail
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Experience 2 Years
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Qualifications Degree Bachelor
Job Description
- 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:Â Deploy, configure, and maintain FortiGate Next Generation Firewalls, FortiManager, and FortiAnalyzer.
- Network Design & Implementation:Â 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:Â Configure, manage, and monitor Fortinet firewalls, implement security policies, IDS/IPS, IPSEC VPNs, and manage Fortinet SD-WAN.
- Performance Monitoring & Troubleshooting:Â 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:Â Create and maintain comprehensive network documentation, including diagrams, configurations, and standard operating procedures.
- Network Support:Â Provide technical infrastructure support and collaborate with cross-functional IT teams to enhance network strategies and solutions.
- Disaster Recovery:Â 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.
