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
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.
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.
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.
