Network Support Engineer — ZScaler and Security

Summary

This position is crucial for overseeing secure internet and private access operations across the organization. The Network Support Engineer will resolve user-facing issues that occur between the endpoint, the cloud security platform, and the network.

Responsibilities:

• Resolve incidents and service requests within agreed SLA targets, employing structured troubleshooting before escalation.

• Maintain thorough, evidence-based ticket documentation and escalate to Level 3 with full diagnostic detail.

• Ensure backlog hygiene and provide timely stakeholder updates to guarantee operational continuity.

• Create and update Knowledge Base Articles and runbooks, identifying repeat issues suitable for shift-left to Level 1.

• Implement ITIL incident, change, and problem management while complying with internal security and audit standards.

• Contribute to Major Incident support, KPI reporting, operational performance reviews, and problem management investigations.

Specific Responsibilities:

• Manage Zscaler Internet Access (ZIA), including bandwidth control, DNS security, URL filtering, SSL inspection, and firewall policies.

• Oversee Zscaler Private Access, managing application segments, access policies, and App Connector health monitoring.

• Utilize Zscaler Digital Experience evidence to identify root causes of user-side and network-side issues.

• Handle traffic forwarding, including client connector behavior, PAC files, GRE, IPsec tunnels, and their failover procedures.

• Support an additional technology at a working level within the established change governance framework.

Must Haves:

• Bachelor's degree in Computer Science, Network Engineering, Information Technology, or equivalent experience.

• Proven knowledge of TCP/IP, subnetting, Ethernet switching, VLAN, STP, and 802.1Q.

• Experience with Infoblox DNS, DHCP, and IPAM operations.

• Familiar with ITSM tools like BMC Helix, with experience in SLA-driven environments.

• Professional proficiency in English, both written and spoken.

• Willingness to work rotating shifts in a follow-the-sun model.

Nice to Haves:

• Experience raising and resolving carrier tickets, including following up with Root Cause Analysis (RFO).

• Working knowledge of firewalls (Palo Alto or equivalent) and SD-WAN technologies (Cisco Catalyst).

• Hands-on experience with network security protocols.