Tech Support

InstaSafe Technologies Private Limited; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

InstaSafe Technologies Private Limited is seeking a Support Engineer to be the first point of contact for clients. You will provide essential technical support for InstaSafe's ZTNA solutions, work on-site at the client location, and ensure smooth operation with prompt issue resolution.

The role requires basic networking knowledge, excellent communication, and the ability to manage tickets and collaborate with L2/L3 teams to resolve issues efficiently.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 1–2 years of experience in technical support.
• Basic understanding of networking concepts (TCP/IP, DNS, VPN).
• Ability to work on-site at client location and communicate effectively.

Responsibilities

• First-Line Support: provide initial technical support via phone, email, and ticketing system.
• Troubleshoot basic issues related to ZTNA, SSO, MFA, IAM including connectivity and authentication.
• Log and track tickets in the ticketing system with timely resolutions.
• Contribute to knowledge base with documentation and FAQs.
• Escalate complex issues to L2/L3 support with detailed information.
• Provide hands-on on-site support including hardware/software setup.
• Maintain clear client communication and regular ticket updates.
• Monitor system performance and identify potential issues.
• Generate reports on tickets and resolution times.

Skills

Technical Support

Networking basics

Customer service

On-site support

Education

Bachelors in CS/IT

Tools

Zoho Desk

Windows

macOS

Linux

Job description

Full time | InstaSafe Technologies Private Limited | India

Posted On 10/15/2025

Job Information

Work Experience 1-3 years

Technology

City Mumbai

State/Province Maharashtra

400079

Job Description

Company: InstaSafe Technologies

About InstaSafe Technologies:

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

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.
• Basic understanding of remote access technologies.

Preferred Skills:

• 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
• Opportunity to work with cutting-edge ZTNA technology.
• Professional development and growth opportunities.
• Exposure to a dynamic and innovative work environment.