
Tech Support
11 hours ago
Job Title:
L1 Support Engineer (On-Site)
Location:
Mumbai
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 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 Level Agreements (SLAs).
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.
• 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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