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.
Will

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