Bangalore, Karnataka, India
Information Technology
Full-Time
Whitefield Careers
Overview
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
- 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.
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