Network Support Engineer — ZScaler and security

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.
• Professional 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.

Other Details:

• Location: Operational role involving critical troubleshooting and support.
• Team Structure: Part of a dedicated network support team responsible for endpoint security.

Reason (Must Have):

• Bachelor's degree: Essential for understanding complex network systems and protocols.
• Knowledge of TCP/IP: Fundamental for troubleshooting Internet and Private access issues.
• Experience with Infoblox: Critical for managing DNS and IPAM effectively, directly affecting incident resolution.
• Familiarity with ITSM tools: Necessary for efficient incident management and service delivery.

Reason (Nice to Have):

• Carrier ticket experience: Adds value by enabling quicker resolution of external service issues.
• Firewall and SD-WAN knowledge: Expands the engineer's ability to troubleshoot security components and optimize performance.
• Network security protocol experience: Enhances the team's capability in maintaining a robust security posture.

Trust Score:

Score: High

Evidence: The job description provides detailed responsibilities and a precise technology stack, making it easy to define search criteria.

Sourcing Guidance / Recommendations:

The job description provides good technical clarity for sourcing. Consider these potential recommendations to enhance the search:

1. Recommendation: Search for candidates with Zscaler experience alongside firewall management skills (e.g., Palo Alto).Rationale: These skills are often needed together for effective network security management.
2. Recommendation: Consider candidates with a background in network operations from cloud service providers.Rationale: Their experience may better prepare them for the complexities of cloud security integrations.
3. Recommendation: Look for professionals with strong documentation skills.Rationale: This is essential for maintaining the Knowledge Base, which is a critical requirement in the role.