Network Support Engineer — Zscaler and security - SG

Job Role: Network Support Engineer — Zscaler and security - SG
Experience: 4-7 years
Project context
This 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.
A 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.
Goals and deliverables
Responsibilities
• Resolve incidents and service requests within agreed SLA targets, with structured troubleshooting and analysis before any escalation.
• Maintain complete, evidence-based ticket documentation; escalate to Level 3 only with full diagnostic detail.
• Own backlog hygiene, timely stakeholder updates and disciplined shift handovers to guarantee operational continuity.
• Author and maintain Knowledge Base Articles and runbooks; identify repeat incidents suitable for shift-left to Level 1.
• Apply ITIL incident, change and problem management, and comply with internal security and audit requirements.
• Contribute to Major Incident support, KPI reporting and operational performance reviews, and to problem management investigations.
Specific responsibilities
In addition to the core responsibilities stated above:
• 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.
• Operate Zscaler Private Access: App Segments and Access Policies management, App Connector health monitoring / troubleshooting.
• Use Zscaler Digital Experience evidence to arbitrate between user-side and network-side causes.
• Manage traffic forwarding: Client Connector behaviour, PAC files, GRE and IPsec tunnels, and their failover.
• Support the second technology at working level within the change governance in force.
Qualifications
• Bachelor's degree in computer science, network engineering, information technology, or equivalent experience.
• Working knowledge of TCP/IP, subnetting and end-to-end packet flow reasoning; Ethernet switching, VLAN, STP and 802.1Q.
• Practical exposure to Infoblox DNS, DHCP and IPAM operations.
• Familiarity with ITSM tooling, BMC Helix or equivalent, and experience in SLA-driven environments with KPI accountability.
• Experience raising, chasing and challenging carrier tickets, including RFO follow-up.
• Professional working proficiency in English, written and spoken.
• Availability for rotating shift work in a follow-the-sun model.
Expected skills
DHCP
IPAM
ZSCALER
VLAN
DNS
Ethernet Switching

Work arrangement
No