Dispatch-Network Engineer/It Support Specialist

We have a dispatch / freelancing IT support activity in Singapore scheduled on 20th April 2025 at the following client location:

Scope of Work (SOW): Fortinet Troubleshooting

1. Objective

To identify, analyze, and resolve issues related to Fortinet security devices (FortiGate, FortiAnalyzer, FortiManager, etc.) ensuring optimal performance, security, and network availability.

2. Scope of Services

2.1 Initial Assessment & Information Gathering

• Review current network topology and Fortinet deployment architecture
• Collect device details (model, firmware, configurations)
• Verify administrative access and permissions
• Gather logs, alerts, and recent configuration changes
• Establish baseline performance (CPU, memory, sessions, traffic)

2.2 Problem Identification & Analysis

• Define and document the issue (connectivity, VPN, security policy, performance, etc.)
• Identify affected users, applications, and network segments
• Analyze logs, event reports, and traffic flow
• Check recent changes or upgrades impacting behavior
• Validate system health (hardware, interfaces, routing, DNS, time sync)

2.3 Troubleshooting Activities

Perform detailed diagnostics including but not limited to:

• Network & ConnectivityPing, traceroute, packet capture, and session analysis
• Routing table and firewall policy verification
• Security & PoliciesReview firewall rules, NAT, IPS, and web filtering
• Identify blocked or dropped traffic scenarios
• VPN TroubleshootingIPsec/SSL VPN tunnel validation
• Phase1/Phase2 checks and log analysis
• Performance IssuesCPU, memory, and session utilization checks
• Identify high resource usage or bottlenecks
• FortiGuard & UpdatesValidate signature updates and licensing
• Check connectivity to FortiGuard services
• Advanced DebuggingDebug flow analysis
• Traffic sniffing and packet-level inspection
• Session table and process monitoring

2.4 Root Cause Analysis (RCA)

• Identify the exact root cause of the issue
• Correlate findings with logs, configurations, and traffic behavior
• Document contributing factors and risks

2.5 Resolution & Fix Implementation

• Apply configuration fixes or recommendations
• Optimize firewall rules and policies
• Restore services (VPN, internet, applications)
• Validate resolution through testing

2.6 Validation & Testing

• End-to-end connectivity testing
• Application/service validation
• Performance verification against baseline

2.7 Documentation & Reporting

• Detailed troubleshooting report including:
• Issue description
• Steps performed
• Root cause
• Resolution applied
• Recommendations for prevention
• Provide logs and configuration snapshots (if required)

2.8 Knowledge Transfer (Optional)

• Walkthrough of issue and resolution
• Best practices for Fortinet management
• Preventive monitoring recommendations

3. Deliverables

• Troubleshooting report
• Root Cause Analysis (RCA) document
• Updated configuration (if applicable)
• Recommendations and best practices

4. Assumptions

• Required access to Fortinet devices and network components will be provided
• Changes will be performed during approved maintenance windows (if needed)
• Backup of configurations will be taken before any changes

5. Out of Scope

• New Fortinet deployment or major redesign
• Hardware replacement
• Third-party vendor issue resolution (unless explicitly agreed)

6. Support & Escalation

• If required, coordinate with Fortinet TAC support
• Provide collected logs and diagnostic data for faster resolution