L1 Technical Support Analyst(Cybersecurity)

Years of Exp – 3 Years to 5 Years

Location: Pune (Balewadi) - Hybrid (2days office in a week)

Shift timings: 24/7 shift timings.

Qualification: B.E/B.Tech or equivalent

Notice period: Immediate to 30 Days (if serving notice then LWD should be 45Days max)

Job Overview:

The Technical Support Analyst serves as a key customer contact for troubleshooting technical issues, analyzing complex systems, and providing accurate and timely resolutions to ensure customer satisfaction and operational success. The Technical Support Analyst provides highly specialized technical support to customers by leveraging in-depth industry knowledge and expertise in Fortra's solutions. This role involves diagnosing issues, performing comprehensive system analysis, and collaborating with internal teams to resolve customer-reported problems.

Key Responsibilities:

 Technical Troubleshooting: Conduct in-depth analysis of Fortra's solutions based on

customer system configurations, specifications, and reported issues to determine if the

software is functioning properly per documented specifications.

 Customer Communication: Communicate effectively with customers to ensure they

understand the root cause of the problem and the steps being taken to resolve it. Offer

additional technical knowledge where appropriate to address gaps in user knowledge.

 Environment Configuration: Set up and configure test environments based on customer

inputs and system specifications to replicate reported issues and validate software

functionality.

 System Analysis: Analyze product performance and behavior to determine whether it

aligns with intended functionality, using both technical expertise and product

knowledge.

 Issue Escalation: When the software does not function as designed, document the

discrepancy clearly and escalate the issue to the appropriate Support Engineer for

further analysis and resolution. For heightened customer issues, work directly with

support leadership to eliminate further escalation.

 Feature Request Documentation: If the solution is functioning as designed but

additional functionality is required by the customer, gather requirements and submit

detailed feature requests for potential product enhancements to the development

team.

 Collaboration: Work closely with cross-functional teams, including support leadership,

development, engineering, and product management, to ensure effective resolution of

issues and communication of customer needs.

 Customer Education: Provide end users with guidance and technical education to

resolve knowledge-related issues, ensuring they are able to fully utilize the solution's

capabilities.

 Continuous Improvement: Stay updated on Fortra's solutions, industry best practices,

and evolving customer needs to continuously improve the quality of support provided.

Required Qualifications:

 Bachelor's degree in Computer Science, Information Technology, or a related field, or

equivalent experience.

 2+ years of experience in technical support, system analysis, or a related role, with a

focus on software troubleshooting.

 Strong understanding of system configurations, software testing, and troubleshooting

methodologies.

 Proficiency in diagnosing complex technical issues and identifying root causes.

 Excellent verbal and written communication skills, with the ability to clearly convey

technical information to customers and internal teams.

 Strong problem solving skills and the ability to work independently and collaboratively

to resolve issues.

 Familiarity with technical support tools, ticketing systems, and escalation processes.

 Experience working in a customer-facing role, with a focus on providing exceptional

customer service.

 Strong written and verbal communication skills.

Preferred Qualifications:

 Experience with Fortra solutions or related industry products.

 Familiarity with enterprise software systems and environments.

 Prior experience in documenting feature requests and collaborating with development

teams.

Key Competencies:

 Technical Expertise: A combination of industry knowledge related to the technologies

utilized by the Fortra solution and the ability to perform in-depth system analysis to

identify issues with software functionality.

 Customer Focus: Strong commitment to understanding customer needs and delivering

timely, accurate support.

 Collaboration: Effective communication and collaboration with cross-functional teams

to resolve customer issues and drive improvements.

 Adaptability: Ability to handle a range of technical problems in a fast-paced, customer-

driven environment.

 Analytical Thinking: Skilled in analyzing complex technical scenarios and determining

root causes or areas for improvement.

 Self Driven: The ability to work individually and determine the appropriate resources

required to drive resolution.

Job Type: Full-time

Pay: Up to ₹1,200,000.00 per year

Work Location: In person