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Posted 12 July, 2026

Tech Support

InstaSafe Technologies Private Limited
Mumbai,Maharashtra,India,400079 Full Time
Reference: 474_449859_435765000016781001
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\n Job Title <\/span><\/span><\/b> : L1 Support Engineer (On\-Site) <\/span>
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\n Company: InstaSafe Technologies <\/span>
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\n Location <\/span><\/span><\/b> : Mumbai <\/span>
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\n About InstaSafe Technologies: <\/span><\/span><\/b> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span> <\/span>
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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. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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Job Summary: <\/span><\/span><\/b> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span> <\/span>
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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. <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span>
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Responsibilities: <\/span><\/span><\/b> <\/span><\/span><\/span> <\/span><\/span><\/span> <\/span><\/span> <\/span>
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First\-Line Support: Provide initial technical support to end\-users via phone, email, and ticketing system.<\/span><\/span><\/span><\/span>
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Troubleshooting: Diagnose and resolve basic technical issues related to InstaSafe's ZTNA, SSO, MFA, IAM solutions, including connectivity, authentication, and application access.<\/span><\/span><\/span><\/span>
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Ticket Management: Log and track support tickets using the company's ticketing system, ensuring timely resolution and accurate documentation.<\/span><\/span><\/span><\/span>
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Knowledge Base Management: Contribute to and maintain the knowledge base by creating and updating support documentation and FAQs.<\/span><\/span><\/span><\/span>
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Escalation: Escalate complex technical issues to L2\/L3 support teams, providing detailed information for effective resolution.<\/span><\/span><\/span><\/span>
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On\-Site Support: Provide hands\-on support at the client's location, including hardware\/software setup, configuration, and maintenance.<\/span><\/span><\/span><\/span>
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Client Communication: Maintain clear and professional communication with the client, providing regular updates on ticket status and issue resolution.<\/span><\/span><\/span><\/span>
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Monitoring: Monitor system performance and identify potential issues, proactively addressing them to minimize downtime.<\/span><\/span><\/span><\/span>
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Reporting: Generate regular reports on support activities, including ticket volume, resolution times, and common issues.<\/span><\/span><\/span><\/span>
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Adhere to SLA: Ensure that all support activities are performed within the agreed Service Level Agreements (SLAs).<\/span><\/span><\/span><\/span>
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Requirements<\/h3>\n
\n Required Skills and Qualifications:<\/span>
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\n Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
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\n 1\-2 years of experience in a technical support role, preferably in a network security environment.
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\n Basic understanding of networking concepts (TCP\/IP, DNS, VPN).
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\n Familiarity with operating systems (Windows, macOS, Linux).
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\n Experience with ticketing systems (e.g., Zoho Desk).
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\n Excellent communication and interpersonal skills.
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\n Strong problem\-solving and analytical abilities.
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\n Ability to work independently and as part of a team.
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\n Customer\-focused attitude with a commitment to providing excellent service.
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\n Ability to work on\-site at the client location.
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\n Basic understanding of remote access technologies. <\/span>
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\n Preferred Skills: <\/span><\/span><\/b> <\/span>
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  • Certifications such as CompTIA Network+, CCNA, or similar. <\/span>
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  • Experience with Endpoint Security tools, AD\/LDAP, SOC, Firewall, UTM, ZTNA tools & technologies. <\/span>
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  • Knowledge of security protocols and technologies. <\/span>
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  • Experience with Active Directory and LDAP <\/span>
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    Benefits<\/h3>\n
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    • Competitive salary. <\/span><\/span><\/span> <\/span><\/span><\/span>

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