L1 Support Specialist

Summary

Join Zuru Tech's global IT support team as an L1 Support Specialist based in India. You will provide remote technical support to international offices in Europe, the US, Canada, NZ, and China, resolving routine IT issues and escalating complex problems. This role requires strong communication, technical aptitude, and collaboration across time zones. You will manage user accounts, troubleshoot software and hardware, and ensure network access. Adherence to global IT processes and standards is crucial. The position involves collaboration with cross-regional teams and occasional on-site support for India-based teams.

Requirements

• 1–2 years of experience in IT support, preferably in a global/remote service environment
• Familiarity with Windows/macOS operating systems, common business software (Microsoft 365, ERP tools), and remote support tools (RDP, log collection software, device monitoring tools)
• Basic understanding of network concepts (VPN, IP addressing, DNS) and cloud services (e.g., email hosting, cloud storage)
• Strong verbal and written English skills to interact effectively with international users (Europe, US, etc.)
• Ability to explain technical solutions clearly to non-technical users across diverse time zones
• Comfort working in a team environment, coordinating with L1 peers (including night shifts) and L2 teams in China/NZ/Italy
• Ability to follow standardized workflows and document processes accurately
• Flexibility to work in shifts aligned with international time zones (e.g., night shifts for US coverage) as required
• Ability to diagnose and resolve routine issues independently using available resources (knowledge base, checklists)
• Commitment to delivering timely, empathetic support to ensure user satisfaction across global offices
• Precision in logging tickets, documenting diagnostics, and following escalation protocols
• Comfort working with diverse technologies and adjusting to evolving tools/processes in a global IT environment

Responsibilities

• Provide first-line technical support to users in Europe, the US, Canada, NZ, and China via service desk systems, email, or phone, addressing issues such as
• Account management (password resets, access provisioning/deactivation)
• Software troubleshooting (application errors, installation/updates, license issues)
• Hardware support (desktop/laptop malfunctions, peripheral connectivity, remote diagnosis via logs/tools)
• Network access problems (VPN setup, Wi-Fi connectivity, remote desktop issues)
• Basic cloud tool support (email configuration, file sharing, video conferencing tools)
• Log all requests/incidents in the service desk system (e.g., ZOHO SDP) ensuring compliance with global ITSC ticketing standards in case of receiving requests through email, phone calls IM
• Keep tickets updated with detailed notes
• Classify tickets by priority (based on SLA guidelines) and resolve common issues independently using the ITSC knowledge base (troubleshooting guides, workarounds)
• Escalate unresolved or complex tickets to L2 support teams (e.g., China HQ for infrastructure/security matters) with clear documentation of diagnostics and user details
• Follow up on escalated tickets to ensure timely resolution and update users on progress
• Apply standardized L1 support processes defined by the global ITSC (in collaboration with China HQ), including incident management, problem logging, and change request coordination
• Comply with security policies (e.g., data encryption, VPN protocols, access controls) to protect user data and system integrity across international regions
• Contribute to the ITSC knowledge base by documenting new solutions, common issues, and user feedback for continuous improvement
• Coordinate with the India ITSC Lead and night shift L1 colleagues to ensure 24/7 coverage for international offices (aligning with US/Europe/NZ time zones)
• Assist L2 teams in remote diagnostics by collecting logs, running basic tests, or guiding users through troubleshooting steps
• Participate in global IT projects (e.g., system upgrades, new tool rollouts) by supporting user onboarding and addressing post-deployment issues
• Provide on-site or remote support to India-based teams for routine issues, including office infrastructure setup, new hire equipment configuration, and basic software training
• Report directly to the India ITSC Lead, receiving daily/weekly updates on priorities and process changes
• Collaborate closely with L1 staff, the India Service Lead, and L2 teams (especially China HQ) for escalations and knowledge sharing

Preferred Qualifications

Familiarity with ITIL basics (incident management, SLAs) and experience using service desk tools (e.g., ZOHO SDP) is preferred

Benefits

• Competitive compensation
• 5 Working Days with Flexible Working Hours
• Medical Insurance for self & family
• Training & skill development programs