Tech Support

InstaSafe Technologies Private LimitedMumbai, MH, in

11 hours ago

Job type

Quick Apply

Job description

Job Description

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).

Requirements

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

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.

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Tech Support • Mumbai, MH, in