Immediate to 30 days joiners preferred

Job Type: Full-Time

Interview Type: Video or In Person

Duration: Long Term

Experience: 2+ years

Work Preference: Onsite

Work Location: Delhi, DL

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

Good-to-Have Skills

Active Directory

MFA Troubleshooting

Antivirus/EDR Platforms

ITSM Tools

SASE/SSE Concepts

Accops HySecure Exposure

Secure Access Gateway Technologies

Customer-Facing Responsibilities

Act as the first point of contact for users.

Provide timely and professional issue updates.

Guide users through troubleshooting procedures.

Ensure positive customer experience during incidents.

Incident & Escalation Responsibilities

Acknowledge incidents within defined SLA.

Perform initial diagnosis.

Escalate unresolved issues to L2 teams with complete logs and findings.

Maintain ticket ownership until closure or handoff.

Behavioural Competencies

Customer-centric mindset

Strong communication skills

Problem-solving approach

Accountability and ownership

Team collaboration

Documentation discipline.

Ability to work in rotational shifts

KPIs

SLA Compliance ? 98%

First Response SLA Achievement

Ticket Backlog Management

Customer Satisfaction (CSAT)

Ticket Documentation Quality

Escalation Accuracy

First Contact Resolution Improvement

Preferred Candidate Profile

Candidates with experience supporting

ZTNA Platforms

VPN Solutions

SSE/SASE Platforms

Endpoint Security Solutions

Network Security Products

IAM Technologies

Robust Advantage:

HySecure

Zscaler

Netskope

Palo Alto Prisma Access

Cisco Secure Access

📌 Technical Support Engineers (ZTNA) (Delhi)
🏢 Info Origin
📍 Delhi