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Detailed JD (Roles and Responsibilities)
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Job Description:
Manage an order queue of security customer from service order received to customer on-boarding.
· Meet key performance metrics by completing services with high quality and on-time
· Engage internal teams and customer to optimize security design solution and order accuracy in ordering systems.
· Processes new installations, migrations, and modifications to customer security services.
· Gather security data from customer as needed to complete configuration documentations for security provisioning and activation.
· Build customer service orders in Fortinet firewall platform based on information gathered from customer technical contacts.
· Activate customer services during maintenance windows. Perform troubleshooting as needed during activation events to ensure successful turnup of customer services.
· Participate in activation on call rotation.
· Provides timely written status updates in the ordering systems; set appropriate jeopardy status, escalations, and engages appropriate resources to overcome obstacles impeding order progress.
· Reviews, complies to, and edits standard operation procedure and other engineering documents and templates
· Remains current on the latest data network and security technology through completion of required/recommended training and reading material.
· Attend new product and product feature enhancement meetings to learn and internalize new product or feature offerings
Mandatory skills: NSE 7 Certification is a must. Fortinet experience is a must, should understand Meraki devices.
Desired skills:
> 5+ years relavant experience in Fortinet security/SD-WAN
> Experience: 5+ yrs in Security or IP Networking
> Certification : NSE7 Certified
> Knowledge of the telecommunications industry and security
> Fundamental Knowledge of OSI model, TCP/IP, and IP Routing
> Fundamental knowledge of Routing Protocols and Hardware Platforms to include BGP, OSPF, GRE, TCP/IP and IP Routing
> Proficiency in SSH and Cisco/Juniper/Alcatel router commands preferred
> Experience with security implementations preferred – Firewall, Threat Management, IPSEC tunnels, SSL VPN, Security Analytics
> Knowledge of Fortinet firewall platform preferred
> Ability to work in Unix based systems a plus
> CCNA/CCNP a plus
> Security certifications a plus
> Proficiency with Microsoft Office products
> Excellent verbal and written communication skills
> Attention to detail with good organizational and time management skills
> Operate effectively and professionally with customers, team members, and cross functional organizations
> Thrive in an environment with changing priorities and deadlines
> Pro-actively manage issues and drive resolution with minimal direction from peers/management
> Knowledge of Lumen ordering and workflow systems a plus
> Ability to pro-actively manage issues and drive resolution without receiving or receiving minimal direction from peers/management
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