Associate Specialist Job in Delhi at Ingram Micro India Pvt. Ltd.

Ingram Micro is hiring for the role of Associate Specialist!

Responsibilities of the Candidate:

• Provide L1 technical support for Fortinet products: FortiGate, FortiManager, FortiAnalyzer, FortiAuthenticator, FortiMail.
• Troubleshoot and resolve escalated issues related to firewall policies, NAT, routing, VPNs (IPSec/SSL), and UTM features.
• Analyze logs, packet captures, and debug outputs to identify root causes of complex incidents.
• Assist customers by guiding them on troubleshooting steps and validating solutions.
• Replicate customer-reported issues in lab environments for deeper investigation.
• Work with L2 teams for unresolved issues, providing detailed case documentation.
• Apply patches, upgrades, and hotfixes; guide customers through upgrades when required.
• Maintain accurate case notes and prepare knowledge base articles (KBs) for recurring issues.
• Ensure SLA compliance, timely updates to customers, and high CSAT (Customer Satisfaction) scores.

Requirements:

• Graduation should be completed • 1–3 years of hands-on experience in network security operations/TAC support.
• Strong expertise with FortiGate firewalls: firewall rules, NAT, VPNs, IPS, web filtering, and application control.
• Proficiency with FortiManager and FortiAnalyzer for centralized management and log analysis.
• Good understanding of networking protocols (TCP/IP, BGP, OSPF, DNS, DHCP, VLANs).
• Hands-on troubleshooting skills with packet capture tools (Wireshark, FortiAnalyzer packet capture).
• Certifications preferred: Fortinet NSE 4 / NSE 5 (NSE 6 or above is a plus).
• Strong analytical, debugging, and customer communication skills. Work Environment
• Global TAC operations with shift-based work.
• High-volume customer interaction and case handling.