Address user tickets regarding hardware, software, and networking issues.Walk customers through installing applications and computer peripherals.Conduct remote troubleshooting and provide clear technical instructions.Customize desktop applications to meet user needs.Record technical issues and solutions in logs.Follow up with clients to ensure their systems are functional.Report customer feedback and potential product requests.Help create technical documentation and manuals.Role & responsibilities

Role & responsibilities Respond promptly to alerts and support tickets generated by the monitoring system or customer requests, ensuring timely resolution.Accurately document time logs and updates within service tickets, maintaining detailed records of all actions performed.Maintain system configuration details within the ticketing system, ensuring proper attachment to relevant tickets.Troubleshoot and resolve firewall-related issues efficiently, including configuring both L1 and L2 devices.Monitor device performance, including link utilization, CPU usage, and memory utilization, identifying and resolving issues as needed.Manage traffic failover between routers and switches to address performance issues such as slowness, packet loss, and latency, both during events and scheduled failover tests.Oversee the failover process for firewalls, routers, switches, and links (e.g., P2P).Configure and manage IPSEC and Web VPNs on Sophos and Fortinet firewalls, including failover configuration and backup management.Assist in configuring basic policies under the guidance of senior engineers, ensuring they meet client requirements based on User-ID, App-ID, and Content-ID.Set up and maintain High Availability (HA) failover configurations for network devices.Implement user access changes to servers and services as per change requests (Remedy), applying necessary adjustments on the relevant firewalls. Why Join Us?:Collaborative, innovative, and supportive work environment.Competitive salary, benefits, and opportunities for professional growth and development.Perks and benefits Statutory Benefits (PF,ESI)Health Insurance