Associate - TAC

We seek TAC Associates to join our WTC office in Pune, India. TAC Associates handle 1st level support on calls/emails/chats from ZS offices worldwide in a user environment consisting of PC/MAC running the standard suite of business applications.

What you'll do

• Troubleshoot IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access.
• Provide L1 Technical Support for Windows/MAC machines, printers, and ZS proprietary software.
• Diagnose and resolve technical issues related to operating systems, applications, and hardware.
• Familiarity with basic networking concepts and protocols.
• Common query topics include:
• VPN
• Outlook (and other O365 Apps and Services)
• Active Directory and Exchange
• Network Connectivity
• Software Installation (using SCCM and Privilege Management)
• File Server and File Share access
• FTP
• Application-specific issues
• Intune Support & Management
• Handle administrative tasks such as:
• Tracking TAC calls/chats.
• Timely follow-up of all assigned tickets in your bin until closure.
• Re-assigning tickets to the relevant L2 teams and following up via emails as required.
• Assisting with organizational efforts.
• Maintaining chargebacks for licensed software.
• Work on additional TAC projects/tasks as assigned based on performance.

What you'll bring

• Strong oral and written communication skills.
• Ability to approach problem-solving methodically and analytically.
• Bachelor's degree required, Master's degree desirable.
• 1-2 years of relevant experience in Customer Support, or preferably IT Helpdesk / Service Desk.
• Strong customer service orientation.
• Professional appearance and demeanor, with the ability to exercise good judgment and discretion.
• Ability to work varied hours, enabling support in a 24/7 environment.
• A+ certification or Microsoft Certified Systems Administrator (desirable, not mandatory).
• Experience with Service Now tool (desirable, not mandatory).
• Certification in ITIL or similar framework.