Job Title : L1 Support Engineer (On-Site)

Company: InstaSafe Technologies

Location : Mumbai

About 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 are committed to innovation and customer satisfaction, delivering cutting-edge solutions that redefine network security.

Job Summary:

As Support Engineer, you will be the first point of contact for our client, providing essential technical support and troubleshooting for InstaSafe's solutions. You will work on-site at the client's location, ensuring smooth operation and addressing user queries promptly and efficiently. This role requires a robust understanding of basic networking concepts, excellent communication skills, and a proactive approach to problem-solving.

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 InstaSafe's ZTNA, SSO, MFA, IAM 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

📌 Tech Support (Mumbai)
🏢 InstaSafe Technologies
📍 Mumbai