Zscaler—IT Help Desk Senior Coordinator

Job description

Description: 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. 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) - Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency - 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. #LI-NT1 #LI-Hybrid 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. Pay Transparency 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.