L1 Support Engineer - Cybersecurity

Flying Stars; Hyderabad; In loco; INR 350.000 - 520.000; Tempo pieno

Descrizione del lavoro

Flying Stars in Hyderabad is seeking an entry-level responsive first-line support specialist for cybersecurity products and services. You will acknowledge requests, perform initial checks, and document outcomes to guide L2/L3 engineers.

You will learn through runbooks, monitor alerts, escalate with evidence, and communicate clearly with customers in English. The role offers a path into advanced product support, security engineering, or implementation.

Competenze

• Basic foundations in operating systems, TCP/IP, DNS, HTTP/HTTPS, identity and access, email concepts and common enterprise applications.
• Clear written communication and adequate spoken English for customer updates and handovers.
• A repeatable troubleshooting approach: clarify the problem, check likely causes, gather evidence, test changes, and document results.

Mansioni

• Own the initial response: acknowledge requests, assess urgency and impact, classify the case, and track against SLAs.
• Perform first-line triage using runbooks: service health, policy status, affected users/assets, timestamps, connectivity, and access.
• Assist with investigation of security events or perform initial checks for VPN/firewall and secure access as needed.

Conoscenze

Basic networking concepts

English communication

Troubleshooting approach

Ticket discipline

Descrizione del lavoro

Provide responsive first-line support for cybersecurity products and services. Monitor tickets and alerts, establish the facts, perform approved initial checks, keep customers informed, and elevate cases with enough evidence for the L2 / L3 engineer to act. The role offers a learning path into advanced product support, implementation or security engineering.

Key responsibilities

Own the initial response: acknowledge requests, assess urgency and business/security impact, classify the case, and track it against agreed service levels.

Perform structured first-line triage using approved runbooks, including service health, policy status, affected users/assets, timestamps, connectivity, identity/access, email flow and recent changes.

Assist with investigation of Proofpoint DLP alerts, DSPM findings and Email Security events OR perform initial Zscaler secure-access/connectivity and Fortinet VPN/firewall checks as the case maybe.

Collect and preserve useful evidence: error messages, relevant logs, message traces, affected scope, configuration context, screenshots where appropriate, steps attempted and results.

Recognize potential security incidents such as suspected data exfiltration, widespread malicious email, compromised accounts or controls being bypassed.

Escalate immediately through the approved path.

Explain known issues and next steps to customers in clear language, provide realistic updates, record decisions and commitments, and maintain professional communication during pressure or disagreement.

Follow access, confidentiality, change-management and customer-data-handling requirements.

Do not disable controls, change production policies, delete evidence or make unapproved changes to resolve a ticket.

Build capability through product training, guided labs, shadowing, knowledge checks and feedback.

Maintain runbooks and knowledge articles when recurring issues or better diagnostic steps are identified.

Advantageous

Exposure to a service desk, SOC/NOC, IT support, networking, email administration, endpoint operations

Introductory certifications or learning in networking, cloud, security fundamentals. Experience with ticketing tools, dashboards, log searches or basic command-line/network troubleshooting.

Requirements:

• Basic foundations in operating systems, TCP/IP, DNS, HTTP/HTTPS, identity and access, email concepts and common enterprise applications.
• A basic understanding of phishing, malware, data loss, access controls, firewalls, secure web access and why security controls sometimes block legitimate activity
• A repeatable troubleshooting approach: clarify the problem, check the simplest likely causes, gather evidence, test one change at a time where authorized, and document results
• Clear written communication and adequate spoken English for customer updates, handovers and internal collaboration; another customer-relevant language is an advantage where applicable
• Comfort learning technical material from documentation, labs, mentoring and vendor training; able to explain what they did not know and how they would find out
• Reliable ticket discipline, attention to detail, respectful teamwork, discretion with confidential information and willingness to work within agreed support hours/rotations if required

Have questions about this role? Contact our HR team