Experience
1 - 2 yrs
Job Location
Mumbai, India
Vacancy
1
Designation
Technology Support Specialist
Job Type
Not specified
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 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 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 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.
No Referrers Available
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