Housing | IT Support Engineer

Job Description for L1 Support Specialist – India IT Service Center

Position Summary

As an L1 Support Specialist in the India IT Service Center, you will be a key member of

the global IT support team, primarily delivering remote L1 technical support to ZURU’s

international offices, including Europe, the US, Canada, NZ, and China, while also

assisting with local support for India-based teams as needed. You will resolve routine IT

issues, follow standardized processes aligned with global ITSC frameworks, and escalate

complex problems to L2 teams (particularly China HQ) when required. This role

demands strong communication skills, technical aptitude, and the ability to collaborate

across time zones to ensure seamless IT service delivery.

Key Responsibilities

1. Remote L1 Support for International Offices

o 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:

o Account management (password resets, access

provisioning/deactivation).

o Software troubleshooting (application errors,

installation/updates, license issues).

o Hardware support (desktop/laptop malfunctions, peripheral

connectivity, remote diagnosis via logs/tools).

o Network access problems (VPN setup, Wi-Fi connectivity, remote

desktop issues).

o Basic cloud tool support (email configuration, file sharing, video

conferencing tools).

o 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

o Keep tickets updated with detailed notes

2. Tickets Triage & Escalation

o Classify tickets by priority (based on SLA guidelines) and resolve

common issues independently using the ITSC knowledge base

(troubleshooting guides, workarounds).

o 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.

o Follow up on escalated tickets to ensure timely resolution and update

users on progress.

3. Adherence to Global Processes & Standards

o Apply standardized L1 support processes defined by the global ITSC (in

collaboration with China HQ), including incident management, problem

logging, and change request coordination.

o Comply with security policies (e.g., data encryption, VPN protocols,

access controls) to protect user data and system integrity across

international regions.

o Contribute to the ITSC knowledge base by documenting new solutions,

common issues, and user feedback for continuous improvement.

4. Collaboration with Cross-Regional Teams

o 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).

o Assist L2 teams in remote diagnostics by collecting logs, running basic

tests, or guiding users through troubleshooting steps.

o Participate in global IT projects (e.g., system upgrades, new tool rollouts)

by supporting user onboarding and addressing post-deployment issues.

5. Local Support (As Needed)

o 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.

Required Qualifications & Experience

• Technical Skills:

o 1–2 years of experience in IT support, preferably in a global/remote

service environment.

o Familiarity with Windows/macOS operating systems, common business

software (Microsoft 365, ERP tools), and remote support tools (RDP, log

collection software, device monitoring tools).

o Basic understanding of network concepts (VPN, IP addressing, DNS) and

cloud services (e.g., email hosting, cloud storage).

• Communication & Collaboration:

o Strong verbal and written English skills to interact effectively with

international users (Europe, US, etc.).

o Ability to explain technical solutions clearly to non-technical users across

diverse time zones.

o Comfort working in a team environment, coordinating with L1 peers

(including night shifts) and L2 teams in China/NZ/Italy.

• Process Adherence:

o Familiarity with ITIL basics (incident management, SLAs) and experience

using service desk tools (e.g., ZOHO SDP) is preferred.

o Ability to follow standardized workflows and document processes

accurately.

• Availability:

o Flexibility to work in shifts aligned with international time zones (e.g.,

night shifts for US coverage) as required.

Key Competencies

• Problem-Solving: Ability to diagnose and resolve routine issues independently

using available resources (knowledge base, checklists).

• User Focus: Commitment to delivering timely, empathetic support to ensure

user satisfaction across global offices.

• Detail-Oriented: Precision in logging tickets, documenting diagnostics, and

following escalation protocols.

• Adaptability: Comfort working with diverse technologies and adjusting to

evolving tools/processes in a global IT environment.

Reporting & Collaboration

• 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.

Work Environment

• Based in India, working in shifts to cover international time zones (e.g., early

morning for Europe, night shifts for the US).

• Primarily remote support-focused, with occasional on-site tasks for India-based

teams.

• Regular virtual meetings with global IT teams to align on processes and share

updates.

This role is critical to maintaining seamless IT operations for ZURU’s international

business, ensuring users across regions receive prompt, reliable L1 support while

upholding global standards.