L2 Support Specialist

Westcon-Comstor is looking for a L2 Senior Support Specialist for Checkpoint technologies to join our Spanish team in Madrid!

The L2 Support Engineer provides advanced support for Check Point and Fortinet security solutions, handling escalated issues that require a deeper technical understanding of Check Point and Fortinet products and services. This role is focused on diagnosing and resolving complex network and system issues, supporting L1 engineers, and collaborating with cross-functional teams to maintain system performance. The L2 Engineer is pivotal in enhancing the efficiency of Check Point and Fortinet based networks and delivering reliable technical support.

• Advanced Troubleshooting and Support:
• Manage escalated cases for Check Point products such as Next-Generation Firewalls, VPNs, IPS/IDS, and cloud security solutions, including in-depth troubleshooting of connectivity, configuration, and performance issues.
• Manage escalated cases for Fortigate y Fortiswitch products.
• Provide technical support for complex network configurations and resolve user‑specific issues involving Check Point and Fortinet technologies.

• Configure, install, and maintain Check Point and Fortinet devices and security platforms, following standard procedures.
• Perform routine updates, maintenance tasks, and basic backup management for Check Point and Fortinet devices.
• Documentation and Knowledge Sharing:
• Act as a subject matter expert (SME) for Check Point and Fortinet products and services.
• Update and contribute to internal knowledge base articles and support documentation to facilitate faster issue resolution.
• Assist engineers with troubleshooting tips and guidance for handling similar issues independently.

• Ensure clear, effective communication with users throughout the troubleshooting process.
• Escalate unresolved or highly complex issues to L3 support, providing detailed documentation for a smooth handover.

• Check Point Certified Security Administrator (CCSA), Check Point Certified Security Expert (CCSE) and Check Point Certified Troubleshooting Administrator (CCTA) or equivalent experience.
• Fortinet certifications NSE4 y NSE5-Fortiswitch or equivalent experience.
• 3+ years of experience in IT support with a focus on Check Point, Fortinet, managed services networking products.
• Proficiency in network protocols and technologies.

• Technical Expertise:
• Advanced troubleshooting of networking equipment and configurations.
• Familiarity with enterprise-level Check Point products and/or Fortinet, networking protocols, and tools.

• Ability to create clear, concise documentation for troubleshooting and knowledge‑sharing purposes.

• Strong focus on customer needs and delivering timely, effective solutions.
• Experience communicating solutions to users with varying levels of technical knowledge.

• Proficiency in analysing network issues and applying troubleshooting techniques effectively.

• Ability to support junior team members and work collaboratively with cross‑functional teams.

Westcon‑Comstor is a global technology distributor specialising in cybersecurity, networking, and hybrid cloud solutions. As Growth Architects of the channel, we empower IT partners, vendors, and end customers to seize opportunities, unlock potential, and achieve scalable success.

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