Job
Description
Job Title : L1 Support Engineer (On-Site) Company: InstaSafe Technologies Location : Mumbai About InstaSafe Technologies: InstaSafe Technologies is a leading provider of Zero Trust Network Access (ZTNA) solutions, empowering organizations with secure, seamless access to their applications and data. We are committed to innovation and customer satisfaction, delivering cutting-edge solutions that redefine network security. Job Summary: As Support Engineer, you will be the first point of contact for our client, providing essential technical support and troubleshooting for InstaSafes solutions. You will work on-site at the clients location, ensuring smooth operation and addressing user queries promptly and efficiently. This role requires a strong understanding of basic networking concepts, excellent communication skills, and a proactive approach to problem-solving. Responsibilities: First-Line Support: Provide initial technical support to end-users via phone, email, and ticketing system. Troubleshooting: Diagnose and resolve basic technical issues related to InstaSafes ZTNA solutions, including connectivity, authentication, and application access. Ticket Management: Log and track support tickets using the companys ticketing system, ensuring timely resolution and accurate documentation. Knowledge Base Management: Contribute to and maintain the knowledge base by creating and updating support documentation and FAQs. Escalation: Escalate complex technical issues to L2/L3 support teams, providing detailed information for effective resolution. On-Site Support: Provide hands-on support at the clients location, including hardware/software setup, configuration, and maintenance. Client Communication: Maintain clear and professional communication with the client, providing regular updates on ticket status and issue resolution. Monitoring: Monitor system performance and identify potential issues, proactively addressing them to minimize downtime. Reporting: Generate regular reports on support activities, including ticket volume, resolution times, and common issues. Adhere to SLA: Ensure that all support activities are performed within the agreed Service Level Agreements (SLAs). Requirements Required Skills and Qualifications: Bachelors 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. Preferred Skills: Certifications such as CompTIA Network+, CCNA, or similar. Experience with ZTNA solutions. Knowledge of security protocols and technologies. Experience with Active Directory and LDAP Benefits Competitive salary. Opportunity to work with cutting-edge ZTNA technology. Professional development and growth opportunities. Exposure to a dynamic and innovative work environment. Benefits package.
