Tech Support

Role Overview: As an L1 Support Engineer at InstaSafe Technologies, you will play a crucial role as the first point of contact for clients, providing technical support and troubleshooting for the company's ZTNA solutions. Your responsibilities will include offering initial support to end-users, diagnosing and resolving technical issues, managing support tickets, maintaining the knowledge base, escalating complex issues, providing on-site support, communicating with clients, monitoring system performance, generating reports, and ensuring adherence to SLAs. Key Responsibilities: - Provide first-line technical support to end-users via phone, email, and ticketing system. - Diagnose and resolve basic technical issues related to InstaSafe's ZTNA, SSO, MFA, IAM solutions. - Log and track support tickets using the company's ticketing system, ensuring timely resolution and accurate documentation. - Contribute to and maintain the knowledge base by creating and updating support documentation and FAQs. - Escalate complex technical issues to L2/L3 support teams, providing detailed information for effective resolution. - Provide hands-on support at the client's location, including hardware/software setup, configuration, and maintenance. - Maintain clear and professional communication with the client, providing regular updates on ticket status and issue resolution. - Monitor system performance, identify potential issues, and proactively address them to minimize downtime. - Generate regular reports on support activities, including ticket volume, resolution times, and common issues. - Ensure that all support activities are performed within the agreed Service Level Agreements (SLAs). Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). - 1-2 years of experience in a technical support role, preferably in a network security environment. - Basic understanding of networking concepts (TCP/IP, DNS, VPN). - Familiarity with operating systems (Windows, macOS, Linux). - Experience with ticketing systems (e.g., Zoho Desk). - Excellent communication and interpersonal skills. - Strong problem-solving and analytical abilities. - Ability to work independently and as part of a team. - Customer-focused attitude with a commitment to providing excellent service. - Ability to work on-site at the client location. - Basic understanding of remote access technologies. Note: Additional details about the company were not present in the provided job description.,