Job Title: Tech Suppoet Engineer
Experience : 1-4 Years
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 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 ddressing 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.
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.
Pay: ₹300,000.00 - ₹500,000.00 per year
Application Question(s):
- How many years of _____ experience do you have?
- What is your notice period?
- What is your current CTC in Lacs per annum?
- What is your expected CTC in Lacs per annum?
Work Location: In person
