Tech Support (Networking)

Job Title : L1 Support Engineer (On-Site)

Location : Mumbai

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 :

Preferred Skills :

Benefits :