Job Description

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world's leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.
Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.
Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today's digital complexity with confidence.
About the role
Reporting to Xalient's Cloud Security - Zscaler Team lead, you will provide Incident, Problem and Change Management to Xalient customers and Internal Teams. Working from home on shift pattern and on call support
What you'll be doing

• Customer incidents relating to their Zscaler service - ZIA, ZPA, ZDX and other services as they apply to customers
• In depth fault resolution dealing with end user customers to enhance the Zscaler experience
• ITIL aligned Service Desk activities to include (but are not limited to):

Incident call handling
Fault diagnostics
Incident Management and resolution
Acting as a resource on Major Incidents
Managing communication between customers and external/internal parties
Proactive updating and monitoring of existing IT systems and documentation ensuring they are maintained and kept up to date
Change Control and Management
Participate in Shift Rota and Call Out Rota
3rd party liaising and escalation management into Zscaler
Configuration of solutions via change management
Information Security Management Systems - Adhere to the Information Security Policies.
What you'll need

• Solid experience with Zscaler technologies (at least 4 years)
• Currently working as a Line 2 Security Support Engineer
• Working knowledge of networking (WAN/LAN) and security technologies an advantage including analysing pcap files
• Good Trouble shooting skills
• High attention to detail
• Excellent telephone manner and customer liaison skills
• Ability to work on own initiative
• Excellent record keeping and time management
• Excellent English speaking skills (verbal and written)

Qualifications:

• ZIA , ZPA and ZDX admin and professional
• ITIL Certified would be an advantage

Equal Opportunities Statement
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.