IT Help Desk Engineer

Zscaler (NASDAQ: ZS) accelerates digital transformation so customers can be more agile, efficient, resilient, and secure. The Zscaler Zero Trust Exchange™️ platform protects thousands of customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Distributed across 160+ public exchanges globally and thousands of private exchanges at the edge, the SASE-based Zero Trust Exchange is the world’s largest in-line cloud security platform.

We believe the future of work is Human + AI and are building an AI-native enterprise where human potential is amplified by machine intelligence to solve the world’s hardest security challenges. Driven by deep customer obsession, we are committed to the mission, outcome, and to each other. We bring these commitments to life through three core behaviors: ownership and collaboration, trust through outcomes and impact, and a challenge culture with ongoing feedback. Ready to make an impact at the company pioneering security transformation in the AI era? Join us at Zscaler.

Role 

As an IT Helpdesk Engineer, you will serve as a primary technical resource on the Global ServiceDesk team, delivering end-user support and service excellence to Zscaler’s global workforce. Based in Mohali, you will handle daily incident triage, identity lifecycle tasks, device provisioning, and technical troubleshooting across Zscaler’s security ecosystem and enterprise SaaS stack. In this role, you will help maintain a secure, Zero Trust work environment while driving continuous operational efficiency and high CSAT.

What You’ll Do (Role Expectations)

• 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.

Who You Are (Success Profile)

• Acts Like an Owner: Takes end-to-end accountability for assigned tickets, following up proactively with end-users until full resolution.
• Customer-Centric Problem Solver: Combines technical rigor with empathy, delivering clear and transparent communication to maintain high CSAT.
• Thrives in a Fast-Paced Environment: Adept at prioritizing urgent/VIP requests while managing active queue volume.
• Security & Compliance Minded: Instinctively applies Least Privilege principles and verifies Zero Trust endpoint posture on every support interaction.
• Continuous Learner: Eager to expand technical knowledge across cloud security, identity governance, and AI-driven support automation.

The rest of this description is on the employer’s own page.