Technical Support Engineer

24 hours ago

Ahmedabad, Gujarat, India Rubik Infotech . Full time ₹ 40,00,000 - ₹ 80,00,000 per year

JOB DESCRIPTION: TECHNICAL SUPPORT ENGINEER

Position Overview:

We are seeking a proactive and technically sound Technical Support Engineer to join our IT security team. In this role, you will be responsible for providing high-level support for cybersecurity and infrastructure products, including firewalls, endpoint protection solutions, and NAS (Network Attached Storage) systems. You will serve as a trusted technical resource, assisting clients with troubleshooting, configuration, monitoring, and resolving issues to ensure optimal performance and security of their IT environments.

Candidate Requirement:

  1. Excellent written and verbal communication.
  2. Excellent time management and problem-solving skills.
  3. Exceptional customer service skills.
  4. Strong technical knowledge of networking systems.
  5. Ability to diagnose hardware and troubleshoot technical issues.
  6. Neat, well-groomed, and Presentable.
  7. Intuitive and insightful, particularly regarding human behavior.

Key Responsibilities:

  1. Firewall & Network Security Support:
  • Provide technical support for firewall appliances (e.g., Fortinet, Sophos, SonicWall, etc.).
  • Assist with firewall configuration, rule creation, VPN setup, NAT, and access control policies.
  • Troubleshoot firewall-related issues such as connectivity, security policy enforcement, and logging.
  • Monitor firewall alerts and logs to detect and mitigate potential security threats.
  • Perform firmware updates and backup/restore configurations as needed.
  1. Endpoint Security Support:
  • Provide installation, configuration, and maintenance support for endpoint protection software (e.g., antivirus, EDR, DLP).
  • Troubleshoot issues related to virus/malware detection, false positives, and agent connectivity.
  • Assist with policy configuration, device control, and application whitelisting.
  • Respond to and resolve security incidents affecting endpoint systems.
  • Ensure regular updates of endpoint security signatures and policies.
  1. NAS (Network Attached Storage) Support:
  • Handle installation and setup of NAS devices (e.g., Synology, QNAP, Netgear, etc.).
  • Troubleshoot issues related to file sharing, disk failures, permissions, and RAID configurations.
  • Monitor NAS health, manage storage space, and assist in data recovery if required.
  • Implement backup schedules and validate restore points.
  • Configure network access protocols (SMB, NFS, FTP) and integrate with AD/LDAP if needed.
  1. Customer Interaction & Ticket Handling:
  • Act as a first point of contact for all technical issues via ticketing system, phone, or remote session.
  • Log, track, and update support cases ensuring timely resolution and customer satisfaction.
  • Maintain detailed and accurate documentation of support interactions, solutions, and FAQs.
  1. Knowledge Building & Collaboration:
  • Stay up to date with the latest firmware releases, vulnerability patches, and industry best practices.
  • Work closely with internal security and infrastructure teams to provide end-to-end technical support.
  • Assist in creating user manuals, training documents, and troubleshooting guides.
  1. Reporting & Escalation:
  • Generate regular support reports (issue trends, uptime, patch status) for internal and client review.
  • Escalate unresolved or complex technical issues to senior engineers or vendors.

Follow standard SLA protocols to ensure timely resolution and documentation

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