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 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, SSO, MFA, IAM 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 Endpoint Security tools, AD/LDAP, SOC, Firewall, UTM, ZTNA tools & technologies.
- Knowledge of security protocols and technologies.
Experience with Active Directory and LDAP
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- Opportunity to work with cutting-edge ZTNA technology.
- Professional development and growth opportunities.
- Exposure to a dynamic and innovative work environment.
