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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.).