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
- Competitive salary.
- Opportunity
to work with cutting-edge ZTNA technology.
- Professional
development and growth opportunities.
- Exposure to a
dynamic and innovative work environment.
- Benefits package.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or 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 commitment to providing excellent service.
- Ability to work on-site at the client location.
- Basic understanding of remote access technologies.
- 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.
What We Do
InstaSafe is a cybersecurity leader providing cloud-based Zero Trust security solutions. The company empowers organizations in their digital transformation journey by enabling secure, seamless access to enterprise applications for mobile and remote workers. Utilizing a software-defined perimeter, InstaSafe masks applications from the open internet to provide granular access control and minimize security risks.
