IT Help Desk Engineer – Global Service Desk

About the role

Zscaler is looking for an IT Help Desk Engineer to join its Global Service Desk team in Mohali. You will be the primary technical resource for end‑user support, handling incident triage, identity lifecycle tasks, device provisioning, and troubleshooting across Zscaler’s security ecosystem and enterprise SaaS stack.

Key responsibilities

• Manage ServiceNow ticket queues, meeting MTTA/MTTR SLAs and delivering Tier 1 support for workplace technology, VPN, and Gemini Enterprise Plus.
• Provision, modify, offboard, and recover assets across Okta, Active Directory, Google Workspace, ConductorOne, Slack, Microsoft 365, 1Password, and YubiKey.
• Configure and deploy macOS and Windows laptops using Workspace ONE MDM; manage hardware inventory and peripheral requests.
• Verify device security compliance (ZCC, FileVault/BitLocker encryption, CrowdStrike agents, OS updates).
• Author SOPs and knowledge‑base articles, collaborate with L2 teams on root‑cause analysis, and support ServiceNow workflow automations.

Required profile

• Ownership mindset with end‑to‑end accountability for tickets and incidents.
• Strong customer‑obsession and ability to maintain high CSAT scores.
• Effective communication and collaboration across global shift handovers.

Required skills

• ServiceNow ticketing platform
• VPN and Gemini Enterprise Plus
• Okta, Active Directory, Google Workspace, ConductorOne
• Slack, Microsoft 365, 1Password, YubiKey
• Workspace ONE MDM, macOS, Windows
• ZCC, FileVault, BitLocker, CrowdStrike
• Knowledge‑base authoring and SOP creation