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Job Title <\/span><\/span><\/b> : L1 Support Engineer\n (On\-Site) <\/span>
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Company: InstaSafe Technologies <\/span>
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Location <\/span><\/span><\/b> : Mumbai <\/span>
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About\n InstaSafe Technologies: <\/span><\/span><\/b> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span> <\/span>
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InstaSafe\n Technologies is a leading provider of Zero Trust Network\n Access (ZTNA) solutions, empowering organizations with\n secure, seamless access to their applications and data. We\n are committed to innovation and customer satisfaction,\n delivering cutting\-edge solutions that redefine network security. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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Job Summary: <\/span><\/span><\/b> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span> <\/span>
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As\n Support Engineer, you will be the first point of contact for\n our client, providing essential technical support and\n troubleshooting for InstaSafe's solutions. You will work\n on\-site at the client's location, ensuring smooth operation\n and addressing user queries promptly and efficiently. This\n role requires a strong understanding of basic networking\n concepts, excellent communication skills, and a proactive\n approach to problem\-solving. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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Responsibilities: <\/span><\/span><\/b> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span> <\/span>
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\u2022\n First\-Line Support: Provide initial technical support to\n end\-users via phone, email, and ticketing system.<\/span><\/span><\/span><\/span>
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\u2022\n Troubleshooting: Diagnose and resolve basic technical\n issues related to InstaSafe's ZTNA, SSO, MFA, IAM\n solutions, including connectivity, authentication, and\n application access.<\/span><\/span><\/span><\/span>
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\u2022\n Ticket Management: Log and track support tickets using the\n company's ticketing system, ensuring timely resolution and\n accurate documentation.<\/span><\/span><\/span><\/span>
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\u2022\n Knowledge Base Management: Contribute to and maintain the\n knowledge base by creating and updating support\n documentation and FAQs.<\/span><\/span><\/span><\/span>
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\u2022\n Escalation: Escalate complex technical issues to L2/L3\n support teams, providing detailed information for\n effective resolution.<\/span><\/span><\/span><\/span>
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\u2022\n On\-Site Support: Provide hands\-on support at the client's\n location, including hardware/software setup,\n configuration, and maintenance.<\/span><\/span><\/span><\/span>
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\u2022\n Client Communication: Maintain clear and professional\n communication with the client, providing regular updates\n on ticket status and issue resolution.<\/span><\/span><\/span><\/span>
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\u2022\n Monitoring: Monitor system performance and identify\n potential issues, proactively addressing them to minimize downtime.<\/span><\/span><\/span><\/span>
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\u2022\n Reporting: Generate regular reports on support activities,\n including ticket volume, resolution times, and common issues.<\/span><\/span><\/span><\/span>
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\u2022\n Adhere to SLA: Ensure that all support activities are\n performed within the agreed Service Level Agreements (SLAs).<\/span><\/span><\/span><\/span>
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Requirements<\/h3>
Required Skills and Qualifications:<\/span>
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\u2022 Bachelor's degree in\n Computer Science, Information Technology, or a related field (or\n equivalent experience).
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\u2022 1\-2 years of\n experience in a technical support role, preferably in a network\n security environment.
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\u2022 Basic understanding\n of networking concepts (TCP/IP, DNS, VPN).
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\u2022 Familiarity with\n operating systems (Windows, macOS, Linux).
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\u2022 Experience with\n ticketing systems (e.g., Zoho Desk).
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\u2022 Excellent\n communication and interpersonal skills.
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\u2022 Strong\n problem\-solving and analytical abilities.
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\u2022 Ability to work\n independently and as part of a team.
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\u2022 Customer\-focused\n attitude with a commitment to providing excellent service.
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\u2022 Ability to work\n on\-site at the client location.
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\u2022 Basic understanding\n of remote access technologies. <\/span>
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Preferred Skills: <\/span><\/span><\/b> <\/span>
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  • Certifications such\n as CompTIA Network+, CCNA, or similar. <\/span>
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  • Experience with\n Endpoint Security tools, AD/LDAP, SOC, Firewall, UTM, ZTNA\n tools & technologies. <\/span>
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  • Knowledge of\n security protocols and technologies. <\/span>
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  • Experience with\n Active Directory and LDAP <\/span>
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    Benefits<\/h3>

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    • Competitive salary. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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      • Opportunity\n to work with cutting\-edge ZTNA technology. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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        • Professional\n development and growth opportunities. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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          • Exposure to a\n dynamic and innovative work environment. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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            • Benefits package. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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