IT Support Engineer – India IT Service Center
India, AhmedabadFull-TimeMid-levelSupport / Customer Success
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 L2\L3 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.
