Jr. Technical Support Engineer
Jr. Technical Support Engineer
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Job Description
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 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
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.
Skills
Information Technology, Customer Satisfaction, Proactive, Cto, Zoho, Dns, Mba, Networking, Vat, Analytical Abilities, Vpn, Erp, Tcp/ip, Interpersonal Skill, Scala, Problem-solving, Linux, Excel, Ldap, Documentation, Strong Understanding, Technical Support, Interpersonal Skills, Work Independently
Employment Type
Full Time
