Security Support Engineer (Line 2 / Zscaler)

Security Support Engineer (Line 2 / Zscaler / ZIA/ZPA)

India (Remote - working from home)

Competitive Salary, Bonus, plus other benefits

About the role

Reporting to Xalient’s Cloud Security - Zscaler Team lead, you will provide Incident, Problem and Change Management to Xalient customers and Internal Teams. Working from home on shift pattern and on call support

What you’ll be doing

• Customer incidents relating to their Zscaler service – ZIA, ZPA, ZDX and other services as they apply to customers
• In depth fault resolution dealing with end user customers to enhance the Zscaler experience
• ITIL aligned Service Desk activities to include (but are not limited to):

Incident call handling

Fault diagnostics

Incident Management and resolution

Acting as a resource on Major Incidents

Managing communication between customers and external/internal parties

Proactive updating and monitoring of existing IT systems and documentation ensuring they are maintained and kept up to date

Change Control and Management

Participate in Shift Rota and on Call Rota

3rd party liaising and escalation management into Zscaler

Configuration of solutions via change management

Information Security Management Systems – Adhere to the Information Security Policies.

What you’ll need

• Solid experience with Zscaler technologies (ZIA and ZPA), at least 3 years experience.
• Currently working as a Line 2 Security Support Engineer
• Working knowledge of networking (WAN/LAN) and security technologies an advantage including analysing pcap files
• Experience working with enterprise level customers / clients
• Good Trouble shooting skills
• High attention to detail
• Excellent telephone manner and customer liaison skills
• Ability to work on own initiative
• Excellent record keeping and time management
• Excellent English speaking skills (verbal and written)

Qualifications:

• ZIA , ZPA and ZDX admin and professional
• ITIL Certified would be an advantage

Equal Opportunities Statement

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

Our Commitment to Diversity