Job Title: L1 Support Engineer (On-Site)Company: InstaSafe TechnologiesLocation: MumbaiAbout 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 arecommitted to innovation and customer satisfaction, delivering cutting-edge solutions that redefinenetwork security.Job Summary:As Support Engineer, you will be the first point of contact for our client, providing essentialtechnical support and troubleshooting for InstaSafe's solutions. You will work on-site at the client'slocation, ensuring smooth operation and addressing user queries promptly and efficiently. Thisrole requires a strong understanding of basic networking concepts, excellent communicationskills, and a proactive approach to problem-solving.Responsibilities:First-Line Support: Provide initial technical support to end-users via phone, email, andticketing system.Troubleshooting: Diagnose and resolve basic technical issues related to InstaSafe'sZTNA 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 bycreating and updating support documentation and FAQs.Escalation: Escalate complex technical issues to L2/L3 support teams, providing detailedinformation for effective resolution.On-Site Support: Provide hands-on support at the client's location, includinghardware/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, proactivelyaddressing 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 ServiceLevel Agreements (SLAs).Required Skills and Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field (orequivalent experience).1-2 years of experience in a technical support role, preferably in a network securityenvironment.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.
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