IT Help Desk Engineer

Zscaler
India
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-6 yearsSkills: ["Ownership","Customer-centric communication","Empathy","Prioritization","Continuous learning"]

Serve as a primary technical resource on the Global ServiceDesk team, delivering end-user support for a global workforce. You’ll manage ServiceNow ticket queues to meet MTTA/MTTR SLAs, handle Tier 1 troubleshooting for workplace technology, VPN, and Gemini Enterprise Plus, and drive secure Zero Trust support practices. Own identity and device workflows—provisioning, modifications, offboarding, and troubleshooting—across tools like Okta, Active Directory, Google Workspace, and Workspace ONE MDM to maintain high CSAT.

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FursaFursa
Zscaler
Zscaler
7 hours ago

IT Help Desk Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as a primary technical resource on the Global ServiceDesk team, delivering end-user support for a global workforce. You’ll manage ServiceNow ticket queues to meet MTTA/MTTR SLAs, handle Tier 1 troubleshooting for workplace technology, VPN, and Gemini Enterprise Plus, and drive secure Zero Trust support practices. Own identity and device workflows—provisioning, modifications, offboarding, and troubleshooting—across tools like Okta, Active Directory, Google Workspace, and Workspace ONE MDM to maintain high CSAT.
Location: India
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage daily ServiceNow ticket queues to adhere to MTTA/MTTR SLAs and provide Tier 1 workplace support to drive high FCR and CSAT.
  • •Perform end-to-end provisioning, modification, offboarding, and asset recovery across identity and enterprise systems including Okta, Active Directory, Google Workspace, and ConductorOne.
  • •Configure, stage, and deploy macOS and Windows laptops using Workspace ONE MDM, while managing hardware inventory and peripheral requests.
  • •Verify endpoint security compliance during support interactions, including ZCC status, disk encryption (FileVault/BitLocker), CrowdStrike agents, and OS updates.
  • •Create SOPs and KB documentation, collaborate with L2 on root cause analysis, support ServiceNow workflow automations, and coordinate global shift handovers.

Pay and Benefits

Perks:Health InsurancePaid LeaveParental LeavePensionLearning Budget

Key Requirements

  • •3–6 years of experience in an IT Helpdesk, ServiceDesk, or Technical Support role within a global enterprise, with hands-on ServiceNow (incident/service request/queue management) or equivalent workflow tools.
  • •Hands-on knowledge of identity and governance platforms including Okta (MFA, SSPR, policy checks), Active Directory, and governance like ConductorOne.
  • •Proficiency troubleshooting macOS and Windows 10/11, including experience with Workspace ONE (AirWatch) or equivalent MDM solutions.
  • •Experience supporting Google Workspace (Gmail, Drive, Calendar) and Microsoft 365, including tools like Slack, Zoom, and password managers such as 1Password.
  • •Solid networking troubleshooting fundamentals (TCP/IP, DNS, DHCP, VPNs, Wi‑Fi) plus local network diagnostics.
Experience:3-6 years
Skills:OwnershipCustomer-centric communicationEmpathyPrioritizationContinuous learning
Tech Stack:ServiceNowVPNGemini Enterprise PlusOktaActive DirectoryGoogle WorkspaceConductorOneSlackM3651PasswordYubiKeyMacOSWindows 10Windows 11Workspace ONEMDMAirWatchZCCFileVaultBitLocker

Company Brief

Zscaler
Provides cloud-native security platform delivering secure access, threat protection, and zero trust services to organizations, enabling secure internet and private application access without traditional network appliances.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2007
WebsiteLinkedIn