▷ (High Salary) Support Engineer

3 days ago

Mumbai Maharashtra, India Whitefield careers Full time

Job Title L1 Support Engineer On-Site Company InstaSafe TechnologiesLocation MumbaiAbout 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 arecommitted to innovation and customer satisfaction delivering cutting-edge solutions that redefinenetwork security Job Summary As Support Engineer you will be the first point of contact for our client providing essentialtechnical support and troubleshooting for InstaSafe s solutions You will work on-site at the client slocation ensuring smooth operation and addressing user queries promptly and efficiently Thisrole requires a strong understanding of basic networking concepts excellent communicationskills and a proactive approach to problem-solving Responsibilities First-Line Support Provide initial technical support to end-users via phone email andticketing system Troubleshooting Diagnose and resolve basic technical issues related to InstaSafe sZTNA 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 bycreating and updating support documentation and FAQs Escalation Escalate complex technical issues to L2 L3 support teams providing detailedinformation for effective resolution On-Site Support Provide hands-on support at the client s location includinghardware 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 proactivelyaddressing 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 ServiceLevel Agreements SLAs Required Skills and Qualifications Bachelor s degree in Computer Science Information Technology or a related field orequivalent experience 1-2 years of experience in a technical support role preferably in a network securityenvironment 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 ZTNA solutions 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

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