Network Security Advisor - Zscaler, Cloudflare

Network Security Advisor - Zscaler, Cloudflare

Location: Remote, MEX, MX

Company: NTT DATA Services

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Location: 100% remote, anywhere in Mexico

Roles and Responsibilities:

• Identify, troubleshoot and fix web access and remote access issues for user and build new solution based on the requirement of client.
• Provide continuous 24/7 monitoring and support for Cloudflare Tunnel and WARP connector systems.
• Handle first-level incident resolution and escalate complex issues according to established protocols.
• Manage incidents through ITSM tool in compliance with the client’s operational policies.
• Conduct periodic and emergency maintenance as required, adhering to the client’s scheduling and change management procedures.
• Update operational procedures and configuration documentation regularly.
• Assist in diagnosing and resolving user connectivity issues to internal resources, providing initial troubleshooting and analysis.

Requirements:

• Strong understanding of TCP, UDP, SSL protocols and ability to troubleshoot using command line tools and network packet analyzer like Wireshark.
• 5+ years of customer-facing technical support experience for Cloudflare remote access and Secure Web Gateway (SWG).
• Extensive experience troubleshooting DNS and networking-related issues.
• Experience working in a support role where one has thrived every time you resolved a ticket.
• Strong communication skills that allow you to be a bridge between customers and the engineering team.
• Good English language skills (spoken and written)
• Secondary Skills set: Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA), Cisco AnyConnect, Cisco Umbrella, Content Filtering, Bluecoat Proxy