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:
- 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.
- 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.
- 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.