IT Help Desk Engineer

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.

What We're Looking For (Minimum Qualifications)

• 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.

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