IT Support Engineer – India IT Service Center na Zuru

About Us:ZURU Tech is digitalizing global construction by developing the world’s first digital building fabrication platform—ZURU Home—empowering anyone to design and manufacture buildings with complete freedom. Join our multinational team to help shape the future of construction technology.We are looking for an IT Support Engineer to join our IT Service Center!In this role, you will be an essential part of our global IT support team—providing remote L1 technical assistance to ZURU offices across Europe, the US, Canada, NZ, and China. You’ll also support our India-based teams whenever needed. You will handle routine IT issues, follow standardized ITSC processes, and ensure smooth day-to-day operations. For more complex technical challenges, you’ll collaborate closely with our L2/L3 teams, especially the China HQ team. We’re looking for someone with strong communication skills, solid technical aptitude, and the ability to work seamlessly across time zones to deliver exceptional IT support.

What are you Going to do?

Remote IT Support for International Offices

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:

Identity and access management (password resets, access provisioning/deactivation, identity issues).

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 (O365, email configuration, file sharing, video conferencing tools).

Tickets Triage & Escalation

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

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 L2L3 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.

Adherence to Global Processes & Standards

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.

Collaboration with Cross-Regional Teams

Coordinate with the India ITSC Lead and night shift L1 colleagues to ensure 24x7 coverage for international offices (aligning with US/Europe/NZ time zones). Collaborate closely with L2 teams (especially China HQ) for escalations and knowledge sharing.

Assist L2/L3 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.

What are we Looking for?

1–3 years of experience in IT support, preferably in a global/remote service environment.

Installation, configuration, and administration of Windows 10/11, macOS.

Troubleshooting OS performance, boot, update, and driver issues

Familiarity with common business software’s and communication tools (VPN, AV endpoint agent, RDP, etc...)

Office 365 / M365 administrator (Exchange Online, Outlook, SharePoint, OneDrive, Teams)

User profile management (local, roaming), data migration, and backup

Windows Defender / Endpoint security configuration.

Application installation, patching, and compatibility support

Printer, network and peripheral setup and troubleshooting.

Remote support using RDP, Quick Assist, or third-party tools

Basic knowledge of Active Directory administration (users, groups, OUs, GPOs, DNS and DHCP)

Basic understanding of network concepts.

Intune/Endpoint Manager device compliance and policy deployment

Key Competencies

Problem-Solving: Ability to diagnose and resolve routine issues independently using available resources (knowledge base, checklists).

Communication & Collaboration: Strong verbal and written English skills to interact effectively with international users (APAC, Europe, US, etc.). Ability to explain technical solutions clearly to non-technical users across diverse time zones. Regular virtual meetings with global IT teams to align on processes and share updates.

Customer first: 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.

Flexibility: Flexible to work in 24x7 shifts aligned with international time zones (e.g., night shifts for US coverage) as required.

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