Tech Support

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 InstaSafes solutions. You will work on-site at the clients 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 InstaSafes ZTNA SSO MFA IAM solutions including connectivity authentication and application access.

Ticket Management : Log and track support tickets using the companys 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 clients 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).

Requirements

Required Skills and Qualifications :

Bachelors 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

Benefits

Key Skills

Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

Employment Type : Full Time

Experience : years

Vacancy : 1