L1 Support Engineer

Company Description

WiJungle is a Unified Cyber Security Platform that allows organizations to manage and secure their entire network through a single window. Known for simplifying network management, WiJungle helps reduce investment costs by up to 60%. Recognized by the Data Security Council of India as the "Most Innovative Product of the Year 2018," the company has also received the "New Product Innovation Award of the Year" in the Cyber Security Category from Frost & Sullivan for South Asia, the Middle East, and Africa. WiJungle is committed to innovation and excellence in delivering cutting-edge cybersecurity solutions.

Role Description

We are looking for a proactive L1 TAC / Installation Engineer who will take ownership of customer tickets, support escalations, and handle on-site installations across PAN India. The role involves first-level technical assistance, coordination with internal teams, and ensuring timely resolution in line with defined SLAs.

This role is ideal for candidates looking to build a strong foundation in network/security products, customer handling, and field deployments.

Key Responsibilities

1. Take ownership of L1 support tickets, escalations, and customer queries received via call, email, webchat or helpdesk portal.
2. Perform initial troubleshooting, analysis and resolution for product/process-related issues.
3. Coordinate closely with internal teams and external stakeholders to ensure timely resolution.
4. Regularly monitor the helpdesk portal, assign tickets to the appropriate internal/inter-department teams, and track progress.
5. Maintain clear and detailed documentation of cases for future reference and knowledge base updates.
6. Assist in process improvement and optimization by identifying recurring issues and suggesting corrective actions.
7. Provide on-site installation and support assistance across PAN India whenever required.
8. Ensure SLA & TAT adherence.

Qualifications

• Proficiency in Troubleshooting and Technical Support to diagnose and resolve issues effectively.
• Experience in delivering Customer Support and ensuring excellent Customer Service.
• Knowledge of Operating Systems and their functionalities.
• Strong communication and interpersonal skills to support users and resolve concerns.
• Ability to work collaboratively and adapt to a fast-paced environment.
• Understanding of cybersecurity concepts is an advantage.
• Basic understanding of Networking concepts (IP addressing, routing, switching, VLANs).
• Familiarity with firewalls, security devices, or networking hardware is a plus.
• Bachelors degree in IT, Computer Science, or a related field is preferred.
• Certifications like CCNA, JNCIA will be prefered.