Support Engineer
Support Engineer
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Job Description
Job Title: L1 Support Engineer (OnSite)
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 cuttingedge 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 onsite 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 problemsolving.
Responsibilities:
FirstLine Support: Provide initial technical support to endusers via phone email and
ticketing system.
Troubleshooting: Diagnose and resolve basic technical issues related to InstaSafe's
ZTNA 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.
OnSite Support: Provide handson 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).
Required Skills and Qualifications:
Bachelor's degree in Computer Science Information Technology or a related field (or
equivalent experience).
12 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 problemsolving and analytical abilities.
Ability to work independently and as part of a team.
Customerfocused attitude with a commitment to providing excellent service.
Ability to work onsite 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 cuttingedge ZTNA technology.
Professional development and growth opportunities.
Exposure to a dynamic and innovative work environment.
Benefits package.
Skills
Information Technology, Customer Satisfaction, Proactive, Dns, Networking, Analytical Abilities, Vpn, Tcp/ip, Interpersonal Skill, Scala, Linux, Excel, Ldap, Documentation, Strong Understanding, Technical Support, Interpersonal Skills, Work Independently
Employment Type
Full Time
