L1 Support Specialist

Job description

About Us

Zuru Tech is digitalizing the construction process of buildings all around the world. We have a multi-national team developing the world’s first digital building fabrication platform, you design, we build it!

We at ZURU develop the Zuru Home app, a BIM software meant for the general public, architects, and engineers, from here anyone can buy, design, and send to manufacturing any type of building with complete design freedom. Welcome to the future!

Position Summary

As an L1 Support Specialist in the India IT Service Centre, 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.

What are you Going to do?

• Remote L1 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:

• Account management (password resets, access provisioning/deactivation).
• 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 (email configuration, file sharing, video conferencing tools).
• 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.
• Keep tickets updated with detailed notes

Tickets Triage & Escalation

• 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 L2 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 ²⁴⁄₇ coverage for international offices (aligning with US/Europe/NZ time zones).
• Assist L2 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.

Local Support (As Needed)

• 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.

What are we Looking for?

• Technical Skills:
• 1–2 years of experience in IT support, preferably in a global/remote service environment.
• Familiarity with Windows/macOS operating systems, common business software (Microsoft 365, ERP tools), and remote support tools (RDP, log collection software, device monitoring tools).
• Basic understanding of network concepts (VPN, IP addressing, DNS) and cloud services (e.g., email hosting, cloud storage).

Communication & Collaboration:

• Strong verbal and written English skills to interact effectively with international users (Europe, US, etc.).
• Ability to explain technical solutions clearly to non-technical users across diverse time zones.
• Comfort working in a team environment, coordinating with L1 peers (including night shifts) and L2 teams in China/NZ/Italy.

Process Adherence:

• Familiarity with ITIL basics (incident management, SLAs) and experience using service desk tools (e.g., ZOHO SDP) is preferred.
• Ability to follow standardized workflows and document processes accurately.
• Availability:
• 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.

₹3,00,000 - ₹5,00,000 a year

What do we Offer?

💰 Competitive compensation

⌛️ 5 Working Days with Flexible Working Hours

🚑 Medical Insurance for self & family

🚩 Training & skill development programs

🤘🏼 Work with the Global team, Make the most of the diverse knowledge

🍕 Several discussions over Multiple Pizza Parties

A lot more! Come and discover us!