Network Support Engineer

Overview

Network Support Engineer providing first-line support for network and security operations, managing tickets through ServiceNow and maintaining firewall and Zscaler policy configurations.

What you'll do

• Resolve network and security operational requests by managing ServiceNow tickets within agreed SLAs.
• Create, amend, and remove firewall rules on Palo Alto NGFW using Panorama and/or Strata Cloud Manager.
• Administer Zscaler ZIA and ZPA policies, handling access requests, exceptions, and user connectivity troubleshooting.
• Monitor network and security alerts, triage issues, and escalate when deeper investigation or architectural change is needed.
• Raise and progress ServiceNow change requests with accurate documentation, approvals, and audit trail.
• Support incident response by gathering diagnostic information and assisting senior engineers with resolution.
• Perform routine rule clean-up and access reviews across Palo Alto and Zscaler estates.

What you'll need

• 5+ years of experience in a network or IT operations support role in a ticket-driven, process-controlled environment.
• Experience administering firewall rule changes and access requests in a live production environment.
• Ability to manage a high volume of tickets and requests while prioritising to meet SLAs.
• Good verbal and written communication skills to liaise with global colleagues.
• Comfort following defined change management and security processes accurately.
• Palo Alto NGFW firewall rule administration via Panorama (essential).
• Palo Alto Strata Cloud Manager (SCM) for policy and object management (essential).

Nice to have

• Zscaler ZIA and ZPA policy administration, access requests, and basic troubleshooting.
• CCNP-level routing and switching knowledge and core networking fundamentals (TCP/IP, DNS, VLANs, OSPF/BGP basics).
• Networking troubleshooting tools experience (ping, traceroute, packet capture).
• Familiarity with SNMP-based network monitoring/alerting tools (interest in improving coverage).
• CCNA or equivalent networking qualification.
• Palo Alto PCNSA/PCNSE or active progress towards one.
• Exposure to Cisco switching/routing (IOS/NX-OS) and LogicMonitor.

Details

• Location: Bangalore office.
• Shift patterns to be agreed, with requirement to cover extended hours; weekend and on-call work on a rota basis.