IT Help Desk Engineer

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.

Here, impact in your role matters more than title​ and trust is built on results. We say,

impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we

leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest

debate​—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly

and with high quality. To do this, we are building a culture of execution centered on customer obsession​,

collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where

you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges,

and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape

the future of cybersecurity.

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.

• 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.

• 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.

What Will Make You Stand Out (Preferred

Qualifications)​

• Familiarity with PowerShell, Bash, or ServiceNow hands on experience.
• Hands-on

experience managing hardware security tokens (YubiKeys) and privileged account management.

• Proven track record of

authoring impactful KB articles or driving ticket deflection initiatives.

At Zscaler, we are committed to building a team that reflects the communities

we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives,

emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits

program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to

meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick

time

• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and

more!

Learn more

about Zscaler's hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler

policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to

providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with

respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color,

religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or

expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal,

state, or local laws. See more information by clicking on the Know Your Rights:

Workplace Discrimination is Illegal link.

Zscaler complies with all applicable

federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called

accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions,

mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related

support.