Zscaler L1 Engineer

Role Overview:

The L1 Security Analyst will provide first-level support for the Zscaler suite, including ZIA, ZPA, and DLP. The role focuses on continuous monitoring, basic troubleshooting, ticket handling, and ensuring adherence to defined SLAs while escalating complex issues to higher support tiers.

Key Responsibilities:

• Monitor Zscaler platforms (ZIA, ZPA, DLP) for alerts, events, and health service
• Perform initial triage and categorization of Incidents, Service Requests, and Changes
• Handle user-reported issues related to web access, application access (ZPA), and DLP policy enforcement
• Validate and respond to alerts such as URL blocking, authentication issues, and policy violations
• Execute predefined SOPs/runbooks for standard issues and requests
• Assist in basic policy changes (URL allow/block, user/group updates) under supervision
• Coordinate with L2/L3 teams for incident escalation and resolution
• Maintain accurate ticket updates, documentation, and closure within SLA timelines
• Support report generation for daily/weekly operational metrics
• Ensure adherence to security and compliance guidelines