About the company
Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.
Responsibilities
- Manage daily ServiceNow ticket queues to strictly adhere to MTTA/MTTR SLAs across incidents, providing Tier 1 support for workplace technology, VPN, and Gemini Enterprise Plus to drive high FCR and CSAT
- Execute end-to-end provisioning, modification, offboarding, and asset recovery across core systems (Okta, Active Directory, Google Workspace, ConductorOne) and enterprise tools (Slack, M365, 1Password, YubiKey)
- Configure, stage, and deploy macOS and Windows laptops using Workspace ONE MDM alongside managing local hardware inventory, spares, and peripheral requests
- Verify device security compliance during support interactions, ensuring active status for ZCC, FileVault/BitLocker encryption, CrowdStrike agents, and OS updates
- Author SOPs and KB documentation, collaborate with L2 teams on root cause analysis for recurring issues, support ServiceNow workflow automations, and coordinate global shift handovers
Requirements
- Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain, alongside familiarity with leveraging AI tools (e.g., Gemini, ChatGPT, AI ticket assistants) to accelerate troubleshooting and documentation
- 3–6 years of experience in an IT Helpdesk, ServiceDesk, or Technical Support role within a global enterprise, featuring hands-on proficiency with ServiceNow (incident, service request, and queue management) or equivalent workflow tools
- Working knowledge of Okta (MFA, SSPR, policy checks), Active Directory, and governance platforms like ConductorOne
- Proficient in troubleshooting macOS and Windows 10/11, with exposure to Workspace ONE (AirWatch) or equivalent MDM solutions
- Experience supporting Google Workspace (Gmail, Drive, Calendar), Microsoft 365, Zoom, and password managers (1Password), supported by a solid understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi troubleshooting, and local network diagnostics
Conditions
- Various health plans
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks, and more