Tech Support

1 week ago

Mumbai, Maharashtra, India Whitefield Careers Full time ₹ 2,00,000 - ₹ 6,00,000 per year

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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