Job Description

Key Responsibilities

• Provide Level 2 support for customer Fortinet Forti Gate firewalls across multiple client environments

• Resolve incidents and service requests escalated from Level 1 within SLA targets

• Implement approved firewall changes including rules, NAT, VIPs, and VPN access

• Perform guided troubleshooting using documented procedures

• Monitor firewall health and alerts using MSP monitoring tools

• Review firewall logs to support incident resolution

• Execute firmware upgrades following approved change plans

• Document all work performed in ticketing systems

• Escalate complex or unresolved issues to Level 3 teams with clear findings

Shift & Operating Model

• • 24×7×365 follow-the-sun coverage
• • Mandatory shift handoffs with written and verbal status transfer
• • Weekend, holiday, and on-call rotations
• • SLA, OLA, and customer runbook adherence

Required Technical Skills

• 2–4 years of experience supporting firewalls or network security in an MSP or NOC environment

• Hands-on experience with Fortinet Forti Gate

• Strong understanding of firewall policy flow, NAT, TCP/IP, and VPN fundamentals

• Experience working from tickets, SOPs, and runbooks

• Familiarity with ITIL-based incident and change management

What This Role Is Not

• No network or firewall architecture design

• No ownership of customer security strategy

• No project leadership or vendor selection

• No scripting or automation responsibilities

Preferred Qualifications

• Fortinet NSE 4 or equivalent experience

• Experience supporting multiple customers in shared infrastructure

• Exposure to Forti Manager or Forti Analyzer

• Experience with additional firewall platforms in a support role

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