Tech Support

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 strong 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 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 Level Agreements (SLAs).

Requirements

• Certifications such as CompTIA Network+, CCNA, or similar.
  
• Experience with Endpoint Security tools, AD/LDAP, SOC, Firewall, UTM, ZTNA tools & technologies.
  
• Knowledge of security protocols and technologies.
  
• Experience with Active Directory and LDAP
  

Benefits