Technical Support Engineer L1

Job Summary:

As Support Engineer, you will be the first point of contact for our client, providing essential technical support and troubleshooting for InstaSafe's solutions. You will work on-site at the client's 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 InstaSafe's ZTNA solutions, including connectivity, authentication, and application access.

Ticket Management: Log and track support tickets using the company's 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 client's 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).

Required Skills and Qualifications:

•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.

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.

Job Types: Full-time, Permanent

Pay: ₹10,421.64 - ₹45,000.00 per month

Benefits:

• Provident Fund

Work Location: In person