Position : L1 Technical Support Engineer - ZTNA Support
Company : Bay Datacom Solutions Pvt Ltd
Location : Delhi @ client site
Experience : 2–4 Years
Salary range : 3.5-4.5 LPA
Work Setting : 24x7 Enterprise Security Operations & Technical Support
Position Summary
We are seeking skilled L1 Technical Support Engineers to provide first-line support for a large enterprise Zero Trust Network Access (ZTNA) environment. The role involves troubleshooting access issues, endpoint connectivity problems, authentication failures, and user onboarding requests while ensuring SLA compliance and excellent customer experience.
This is a specialized cybersecurity support position and not a generic helpdesk or desktop support role. Candidates must have exposure to network security, remote access technologies, endpoint protection, or ZTNA solutions.
Experience
- Graduate Engineer in Computer Science, Information Technology, or MCA
- Minimum 2 years of experience supporting:
- ZTNA solutions
- Endpoint Security Platforms
- VPN/Secure Remote Access Solutions
- Enterprise Security Products
- Certification in Endpoint Security or ZTNA solutions preferred
Key Responsibilities
- Provide first-level support for ZTNA users and administrators.
- Troubleshoot user authentication and access-related issues.
- Support remote workforce connectivity incidents.
- Perform ticket triage and categorization.
- Collect logs and diagnostic information.
- Escalate complex issues to L2 support teams.
- Ensure timely incident updates and customer communication.
- Support endpoint client installation and troubleshooting.
- Follow incident management and change management processes.
Mandatory Technical Skills
- Windows OS troubleshooting
- Basic Linux Command Line
- TCP/IP Fundamentals
- DNS Fundamentals
- VPN/ZTNA Client Installation & Troubleshooting
- User Authentication Troubleshooting
- Endpoint Security Basics
- Ticket Management
- Basic Log Collection & Analysis
- Remote User Support
- Basic Networking Diagnostics