TAC engineer (Zscaler )

Location Hyderabad(Work From Office)

Shift: Night Shift

Technical Skill: -

• Network Security – SSL/TLS, VPNs (IPsec, GRE), Firewall, IDS/IPS;
• Knowledge of protocols such as HTTP, SMTP, FTP, DNS, DHCP;
• Network troubleshooting experience - familiarity with tools such as Ping, Traceroute, MTR;
• Network protocol analyzers – Knowledge on anyone of these: tcpdump, Wireshark, fiddler;
• Good to have o Authentication protocols such as LDAP, SAML, 2FA, MFA etc;
• Basic knowledge on operating systems - Linux, Unix; Basic Knowledge on Web proxy, transparent proxy, reverse proxy, Explicit proxy & PAC files.

Responsibility includes but not limited to the following:

• Ability to communicate with tech-savvy clients using perfect written and spoken English;
• Familiarity with a range of enterprise software/ security solutions and be comfortable in conversations with IT professionals and technical clients
• Experience troubleshooting and solving technical problems, client advocacy, empathy, and keen attention to detail;
• Available to work any assigned shift - the team provides 24x7 coverage for our clients around the world. But it’s PST for now until further updates;
• Help resolve software and technical questions for the client efficiently and effectively;
• Gather the required information necessary to best handle client software and technical inquiries; Manage client expectations regarding estimated response times for issue resolution;
• Meet SLAs like response and resolution times by partnering within L2 and L3 advisor; Extensively research and document client technical issues.
• Collaborate with technical support team members to properly manage client inquiries and escalate when appropriate;
• Partner with technical support team members on various strategic projects when needed;

Own client technical issues from initial report to resolution, communicating with clients regularly regarding issue status.