Jr. Technical Support Engineer

Whitefield Careers

  • Mumbai, Maharashtra
  • Permanent
  • Full-time
  • 27 days ago
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 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
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.

Whitefield Careers