Cloud Security Support Engineer

2 weeks ago

India Xalient Full time

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking We help the world s leading enterprises stay secure connected and ready for the future - bringing together deep technical expertise business insight and AI-powered innovation to solve the complex challenges of modern digital businesses Independent by design and driven by a passion for exceptional service Xalient combines global reach with the agility and customer intimacy of a boutique provider Our advisory professional and managed services teams operate across the UK US EMEA and Asia - delivering fast tangible outcomes and long-term impact Xalient is trusted by forward-thinking enterprises to reduce risk optimise performance and navigate today s digital complexity with confidence About the role Reporting to Xalient s Cloud Security - Zscaler Team lead you will provide Incident Problem and Change Management to Xalient customers and Internal Teams Working from home on shift pattern and on call support What you ll be doing Customer incidents relating to their Zscaler service - ZIA ZPA ZDX and other services as they apply to customers In depth fault resolution dealing with end user customers to enhance the Zscaler experience ITIL aligned Service Desk activities to include but are not limited to Incident call handling Fault diagnostics Incident Management and resolution Acting as a resource on Major Incidents Managing communication between customers and external internal parties Proactive updating and monitoring of existing IT systems and documentation ensuring they are maintained and kept up to date Change Control and Management Participate in Shift Rota and Call Out Rota 3rd party liaising and escalation management into Zscaler Configuration of solutions via change management Information Security Management Systems - Adhere to the Information Security Policies What you ll need Solid experience with Zscaler technologies at least 4 years Currently working as a Line 2 Security Support Engineer Working knowledge of networking WAN LAN and security technologies an advantage including analysing pcap files Good Trouble shooting skills High attention to detail Excellent telephone manner and customer liaison skills Ability to work on own initiative Excellent record keeping and time management Excellent English speaking skills verbal and written Qualifications ZIA ZPA and ZDX admin and professional ITIL Certified would be an advantage Equal Opportunities Statement We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race sex disability religion belief sexual orientation gender reassignment marriage and civil partnerships pregnancy or maternity or age

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