Service Desk Engineer

Job Specification – Service Desk Engineer (Fortinet)

Job Title: Service Desk Engineer (Fortinet)

Contract Length: 3 Months Initial Contract

Location: Remote

IR35 Status: Outside IR35

Rate: £250–£300 per day (Outside IR35)

Overview

Our client, a leading technology services organisation, is seeking an experienced Service Desk Engineer with strong Fortinet expertise to support their growing customer environment.

This role will focus on providing 1st and 2nd Line support across Fortinet technologies, managing incidents, service requests and changes, whilst also contributing to a number of ongoing infrastructure and network projects.

The successful candidate will have hands-on experience supporting Fortinet solutions in a managed services or enterprise environment and hold a current Fortinet NSE 4 certification.

Key Responsibilities

Service Desk Support

• Provide 1st and 2nd Line support for customer environments.


• Troubleshoot and resolve incidents relating to Fortinet security and networking solutions.


• Manage service requests, incidents and escalations in line with agreed SLAs.


• Monitor network and security infrastructure and proactively identify issues.


• Perform root cause analysis and implement preventative measures where appropriate.


• Maintain accurate documentation and update knowledge base articles.

• Support and administer FortiGate firewalls.


• Manage firewall policies, VPNs, routing and security configurations.


• Assist with FortiAnalyzer and FortiManager administration.


• Support secure connectivity solutions including IPSec and SSL VPN technologies.


• Assist with firmware upgrades and security patching activities.

• Support network and security infrastructure projects.


• Assist with firewall migrations and deployments.


• Participate in network refresh and upgrade activities.


• Contribute to customer onboarding and implementation projects.


• Produce technical documentation and handover materials.

• Current Fortinet NSE 4 certification.


• Strong experience supporting FortiGate firewalls.


• Proven 1st and 2nd Line Service Desk experience.


• Good understanding of TCP/IP networking principles.


• Experience supporting:


• VPN technologies (IPSec and SSL VPN)


• VLANs


• Routing and switching


• Network security concepts


• Experience working within an ITIL-based support environment.


• Strong troubleshooting and diagnostic skills.


• Excellent customer-facing communication skills.

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