Job Description

About Us:
PageNTRA Infosec PVT Ltd. is a leading cybersecurity company specializing in innovative solutions to protect digital assets. We are committed to providing exceptional support to our customers and ensuring the highest standards of security.

Position: Technical Support Engineer

Job Summary:
We are seeking a dedicated and skilled Technical Support Engineer to join our team. The ideal candidate will possess excellent communication skills, fluency in English, and a solid technical understanding of web servers, HTTPS, SSL certificates, and DNS. The role involves taking remote control to resolve customer issues, explaining and presenting features and functionality to customers, and onboarding new customers. Prior experience with IT support or IT security support is advantageous. Additionally, the candidate should be capable of creating Knowledge Base (KB) articles and procedural documents.

Key Responsibilities:

• Provide exceptional technical support to customers via phone, email, and remote sessions.
• Troubleshoot and resolve issues related to web servers, HTTPS, SSL certificates, and DNS.
• Take remote control of customer systems to diagnose and solve problems.
• Explain and present product features and functionalities to customers effectively.
• Onboard new customers, ensuring they understand how to use our products and services.
• Create and maintain comprehensive Knowledge Base (KB) articles and procedural documents.
• Work closely with the development and product teams to provide feedback and improve customer experience.
• Maintain accurate records of customer interactions and technical issues in our support system.
• Ensure timely resolution of customer issues, meeting or exceeding Service Level Agreements (SLAs).

Qualifications:

• Excellent communication skills with fluency in English.
• Strong technical knowledge of web servers, HTTPS, SSL certificates, and DNS.
• Prior experience in IT support or IT security support is preferred.
• Ability to take remote control of systems and effectively troubleshoot issues.
• Proficiency in explaining and presenting technical concepts to non-technical audiences.
• Experience in onboarding customers and providing training on product usage.
• Ability to create clear and detailed Knowledge Base (KB) articles and procedural documents.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Certifications in relevant fields (e.g., CompTIA A+, Network+, Security+, etc.).
• Experience with ticketing systems and customer support software.
• Knowledge of cybersecurity principles and best practices.

Join us at PageNTRA Infosec PVT Ltd. and be part of a team dedicated to making the digital world a safer place!

Job Type: Full-time

Pay: ?400,000.00 - ?600,000.00 per year

Day range:

• Monday to Friday

Shift:

• Day shift
• Evening shift

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 2 years (Required)
• total work: 2 years (Required)

Work Location: In person

Expected Start Date: 27/08/2024