Technical Support Engineer

Job Summary:

As Support Engineer, you will be the first point of contact for our client, providing essential

technical support and troubleshooting for 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

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).

• 1-4 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.