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

1. 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.

1. 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.

1. 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.

1. 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.