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CDI Knowledge Base Technical Lead

chez Fortinet à Sophia-Antipolis en categorie informatique-software

Fortinet (NASDAQ: FTNT) protects the most valuable assets of some of the largest enterprise, service provider and government organizations across the globe. The company's fast, secure and global cyber security solutions provide broad, high-performance protection against dynamic security threats while simplifying the IT infrastructure. They are strengthened by the industry's highest level of threat research, intelligence and analytics. Unlike pure-play network security providers, Fortinet can solve organizations' most important security challenges, whether in networked, application or mobile environments - be it virtualized/cloud or physical. More than 210,000 customers worldwide, including some of the largest and most complex organizations, trust Fortinet to protect their brands. Learn more at http://www.fortinet.com, the Fortinet Blog or FortiGuard Labs.
City Sophia-Antipolis
Country France [FR]
Title Technical Knowledge Base Specialist
Req # EMCS0721
Job Status Full Time Regular
Functional Area Customer Service

The Knowledge Base Technical Lead role is a key individual within the Services & Support organization whose principle objective is to maintain and develop the content of the Fortinet Service & Support Knowledge Base.

Key Responsibilities:
Completes the publication of new Knowledge Base (KB) articles received from the TAC engineers by performing ‘Style Reviews’. Ensures accuracy, consistency and quality of the KB content. Adheres to published guidelines relating to content and style.
Reviews and acts upon document feedback received from internal and external KB users. Leverages TAC engineers to update articles here necessary.
Reviews existing documents and updates/removes/archives from KB site.
Produces draft KB documents from a variety of information sources:
Forticare tickets: analyzes and exports information from support cases to identify subjects for new articles; does not hesitate to liaise with support engineers to complete content.
From content posted on the Fortinet Technical Discussion Forums
Other published information sources: Product announcements, Training Materials, FortiVision, Mantis, etc….
Ensures the incorporation of all published technical documents within the KB.
Produce internal weekly and monthly on KB contributions from engineers, and article usage.
Manages the configuration of the KB application. Works with internal MIS department to ensure the availability of the KB application and internal / external web sites.

Job Experience Requirements:
Native English speaker with excellent writing skills
Good technical document writing style and have an eye for the detail. Ability to rewrite an outline technical document to make it understood by a wide audience.
Technical background in networking and security -minimum 2 years of experience in technical support.
Ideally, experience in a technical support role in a networking/security company or similar. Understanding of TCP/IP, routing protocols, 2/L3 switches. Experience with security products, firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning. Working knowledge of Windows, UNIX or Linux.
Need to understand the goal, the content, and the audience of any given document.
Understands the role of the Fortinet Support team and its needs for information; understands the needs of Fortinet customers for information Pro-active, autonomous.

Educational Requirements:
Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable

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Date de l'annonce 09-05-2017
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