About this role
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.
