Job DescriptionJob Role: Network Support Engineer — Zscaler and security - SG
NExperience: 4-7 years
NProject context
nThis position carries secure internet and private access operations for the whole estate. Its holder resolves the user-facing problems that sit between the endpoint, the cloud security platform and the network.
NA second technology is required, and one only. Candidates are expected to be genuinely operational on Zscaler and to bring credible working knowledge of either Palo Alto firewalls, campus LAN and Wi-Fi, or Cisco Catalyst SD-WAN.
NGoals and deliverables
NResponsibilities
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- Resolve incidents and service requests within agreed SLA targets, with structured troubleshooting and analysis before any escalation. N
- Maintain complete, evidence-based ticket documentation;
escalate to Level 3 only with full diagnostic detail. N
- Own backlog hygiene, timely stakeholder updates and disciplined shift handovers to guarantee operational continuity. N
- Author and maintain Knowledge Base Articles and runbooks;




identify repeat incidents suitable for shift-left to Level 1. N
- Apply ITIL incident, change and problem management, and comply with internal security and audit requirements. N
- Contribute to Major Incident support, KPI reporting and operational performance reviews, and to problem management investigations. N

nSpecific responsibilities
NIn addition to the core responsibilities stated above:
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- Operate Zscaler Internet Access: ZIA Policies Management including: Bandwidth Control, DNS Security, URL Filtering, SSL Inspection, Firewall Policies, handling & troubleshooting of ZIA-related incidents and changes. N
- Operate Zscaler PrivateAccess: App Segments and Access Policies management, App Connector health monitoring / troubleshooting. N
- Use Zscaler Digital Experience evidence to arbitrate between user-side and network-side causes. N
- Manage traffic forwarding: Client Connector behaviour, PAC files, GRE and

📌 Network Support Engineer (India)
🏢 Infomatics
📍 India