Tech Support
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 SSO MFA IAM 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
- 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.
Company Industry
IT Services and IT Consulting
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
