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.
- Skilled 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.

📌 Network Support Engineer — ZScaler and Security (Pune)
🏢 Emagine
📍 Pune